The Call Center Agent is the primary access point for patients and their families and is responsible that the patient receives timely, empathetic and compassionate customer service
Job Summary
The Call Center Agent is the primary access point for patients and their families and is responsible that the patient receives timely, empathetic and compassionate customer service.
Responsibilities include answering incoming calls, triaging appropriately, scheduling appointments in the electronic medical record, and obtaining/verifying insurance and demographic information.
The role requires the ability to handle a high call volume environment while maintaining professionalism and high performance, with specific performance metrics for calls per hour, abandonment rate, and average answer time.
Matching Summary
The Call Center Agent is the primary access point for patients and their families and is responsible that the patient receives timely, empathetic and compassionate customer service.
Skills & Requirements
Must-have
High call volume environment
Excellent communication skills
Ability to problem solve
Strong computer and keyboard skills
Accuracy and attention to detail
Nice-to-have
Empathetic and compassionate customer service
Patient centered medical home culture
Self-directed work environment
Key Requirements
High School degree or GED
Demonstrated customer service ability
Medical office and hospital operations knowledge a plus