Medical Call Center Representative

Position Title: Medical Call Center Representative.

Location: Silver Spring, MD

Job ID: DIV22-2017-05

SUMMARY:

Capital Women’s care is in search for a full-time Medical Call Center Representative to join a growing team of Medical professionals. This individual will report to the Call Center Supervisor. The candidate should have the ability to perform successfully in a fast-paced environment, meet tight processing deadlines, work well in a team environment, and be adaptable to change.

As the first line of communication with the office via telephone, the call center representative must demonstrate a high level of professionalism and customer service skills at all times. This position requires the ability to problem solve, along with the ability to work with difficult patients and situations, which must be handled with confidence. The employee must also demonstrate the ability to multitask and maintain short patient hold times. The employee must be able to look at scheduling templates and make decisions that will not be detrimental to the provider’s schedule.

RESPONSIBILITIES:

Schedule appointments for patients as needed by ensuring all time sensitive exams are scheduled appropriately.
Answer telephone promptly and in a polite and professional manner; when applicable taking clear and concise phone messages.
Obtain and enter accurate demographic information into Data system (address, telephone number, name of insurance or self-pay status).
Schedule appointment correctly – review appointment date, time, location, and provider name with caller.
Inform caller of items to bring to appointment (including insurance card, medications, office visit fee, and verification of income – if applicable).
Remind caller to arrive 15 to 30 minutes before scheduled appointment to complete paperwork.
Remind caller of cancellation/no-show policy.
Answer questions and offer other information, as requested, to provide patient-focused

Act as a liaison for the patients and CWC:
Direct calls to other departments as needed.
Use sound judgment in handling calls, especially with upset patients.
Understanding of when to escalate calls to physicians/practice manager/triage nurse.

Service patients
Make reminder calls as requested.
Make calls to reschedule appointments when necessary.

Other reasonably related duties as assigned by supervisor or manager.

SKILLS REQUIRED:

Ability to handle confidential and sensitive information.
Ability and willingness to train in other Data Systems
Ability to relate to persons with diverse educational, socioeconomic, and ethnic backgrounds.
Ability to handle a “call center” environment: communicate effectively work quickly and multi-task.
Ability to exercise good judgment to handle calls appropriately.
Ability to demonstrate good customer service.
Attention to detail and great organization skills
Proficiency in Microsoft Office Suite
Proficient in scheduling for 15 or more providers
Familiar with NextGen

QUALIFICATIONS: