Call Center Representative

General Summary

The Call Center Representative will be responsible for answering incoming patient calls, utilizing company policies to solve patient issues and directing issues to the Call Center Lead or Call Center Supervisor when necessary. Ensures outstanding service as the first point of contact for patient issues.

Essential Job Functions

• Answer incoming patient phone calls and take appropriate action for each call.
• Maintain patient satisfaction ratings.
• Attend mandatory training sessions for updates on policy changes.
• De-escalates situations involving a dissatisfied patient using customer service skills, and escalates to supervisor when necessary.
• Input patient data and appointments into the E.H.R and patient scheduling software.
• Utilizes provided information on SBU’s operations.
• Maintains compliance with HIPAA.

Required Skills

• High school diploma or GED required
• Strong computer skills including experience with E.H.R. and patient scheduling software.
• Excellent customer service and interpersonal communication skills
• High level of professionalism
• Strong problem solving abilities

Physical Requirements

• Prolonged periods sitting at a desk and working on a computer
• Must be able to lift up to 25 pounds at times.