About this role
SUMMARY:
Full time. Some evenings and weekends required. The Central Scheduling/Call Center Representative position serves as the primary contact for patients attempting to schedule, cancel or confirm an appointment, reach their provider or clinician, reach other services and programs, and other clients ask general questions about Lowell Community Health Center. Project a professional company image through phone interaction. Call Center efforts will be coordinated with all departments, such as; Adult Medicine, Family Practice, OB-GYN/Prenatal, Family Planning, Behavior Services, Carinos/HIV Counseling and Testing, OBOT Program (Inpatient and Outpatient Substance Abuse Services), Pediatric, Nutrition, Podiatrist, Diabetic, Health Promotion Programs and others.
ESSENTIAL DUTIES AND RESPONSIBILITIES follow. Other duties may be assigned.
· Answering phones in a professional and courteous manner and responding to patient’s request when appropriate.
· Making, cancel appointments that patients request such as follow-ups, physicals, sick visits, providers appointments, request medication and clinician appointments
· Transferring calls to appropriate departments or staff.
· Identify, research and resolve caller’s issues using the computer system, and by bringing issues to Central Scheduling/Call Center Supervisor.
· Perform welcome calls and document in the tracking of database.
· Oriented the patient about our services, departments and providers.
· Use questioning and listening skills that support effective telephone communication.
· Understand the impact of attitude in handling calls professionally.
· Use the most appropriate way to communicate with different behavior types on the telephone. Apply the proper telephone etiquette.
· Display Time flexibility towards shifts as per work department requirements
RESPONSABILITIES OF AND INBOUND CALL CENTER AGENT:
A call center agent is a person responsible for answering the queries of the customers in the Call center. They are responsible to satisfy customer and maintain good image for the company.
SUPERVISORY RESPONSIBILITIES: None
QUALIFICATIONS/EDUCATION and/or EXPERIENCE:
A high school diploma, or equivalent is required; 2 years Previous experience in a customer service position and/or medical related field may be valuable; Strong customer service and communication skills; Ability to work effectively in high call volume environment; Computer skills necessary; Ability to utilize appropriate resource to respond to customer inquiries. Inquires will include questions/concerns about enrollment, eligibility, ID cards, clinic changes demographics changes, benefit coverage.
All your information will be kept confidential according to EEO guidelines.