Call Center Technician

Job Summary:

The Call Center Technician is responsible for scheduling and interacting with patients via telephone and performs a range of duties which includes answering incoming telephone calls, taking messages and tasking appropriately, scheduling appointments and gathering required information in preparation for the patient's on-site appointment

Supervisory Responsibilities:

• none

Duties/Responsibilities:

• Understands and adheres to the Crossing Healthcare Standards, Policies and Behaviors.
• Responds to inquiries regarding appointments, referrals, refills, etc.
• Remains aware of call queues and complete call processing in an efficient manner while maintaining high level of customer experience.
• Displays active listening, empathy, courtesy, and professionalism with callers and colleagues.
• Strives to resolve caller’s inquiries in a single interaction.
• Fulfills responsibilities to ensure proper patient identification, accurate demographics and insurance coverage, and managing/updating patient medical records.
• Performs general office/clerical duties at offsite practices as needed, including scheduling, registration, and other front desk duties.
• Provides feedback and collaborates with colleagues and leadership to improve departmental performance.
• Completes all annual mandatory requirements and conditions of employment.
• Performs all other related duties as assigned

Competencies

• Ability to maintain confidentiality
• Ability to relate to persons of various economic levels and cultures
• Average to above average level of interest in working with people and data
• Cooperative attitude, with the ability to be assertive when needed
• Proficiency in use of telephone system, computer, and basic office equipment
• Superior listening, verbal, and written communication skills
• Excellent data entry and typing skills
• Knowledge of customer service practices and principles
• Ability to handle the stressful situation appropriately
• Customer focus and adaptability to different personality types
• Ability to multi-task, set priorities and manage time effectively

Education and Experience:

• High School Diploma or equivalent
• One to two years’ experience in health care setting preferred

Physical Requirements:

• Ability to work in conditions that include exposure to blood, bodily fluids and tissues, contagious diseases and/or other potentially hazardous materials
• Moderate physical exertion including walking, standing bending, reaching and carrying moderately heavy loads (up to 10lbs)
• Ability to sit for extended periods of time

Pleasant speaking voice