Contact Call Center Representative

Position Summary

The Contact Center Representative is responsible for ensuring patient access to appointments in support of patient health and wellness.  Main responsibilities include answering calls regarding scheduling/rescheduling/cancelling of appointments, answering questions, troubleshooting potential patient issues, and providing basic information.

Core Job Responsibilities

• Answer calls in a courteous, professional, efficient, and prompt manner
• Pre-registering new patients into the EPIC EMR system
• Schedule patient appointments using the EPIC EMR system
• Verify patient insurance/benefits, as appropriate
• Maintain cultural sensitivity and competency
• Respond to patient inquiries and complaints
• Direct patient phone calls to the appropriate destination when beyond scope
• Complete call reports and logs based on daily activities
• Return patient calls/messages and provide additional information as necessary
• Adhere to all HIPPA and Access polices regarding patient privacy
• Ability to work in a metric-based environment
• Perform other duties as assigned

Requirements/Preferences

• High school diploma or GED
• Two years relevant experience in customer service
• Willing to work flexible hours
• Basic PC Skills and proficiency with Microsoft Office products
• Typing (40wpm) and 10 key typing
• Medical terminology knowledge helpful
• Bilingual (English and Spanish) helpful   

Competencies/Behaviors

• Basic problem-solving skills
• Ability to work in a team environment while receiving continuous learning through cross-training
• Excellent communication skills
• Accurate and attentive to details

Working Conditions/Equipment

• High volume contact center environment
• Ability to sit at a desk for up to 4 hours at a time
• Metric-oriented performance standards
• Computer
• Phone/Fax/Copier

We don't discriminate for any reason.  We welcome talent who believes in our mission, drives the organization forward and cares about the value they bring to an organization.