CALL CENTER REPRESENTATIVE

Call Center Customer Service Representative

SAMPLE JOB DESCRIPTION

Job title
Customer Service Representative

Report to
Patient Service Manager

Summary of Responsibilities
Responsible for answering and triaging incoming calls, taking messages and scheduling appointments.

List of Responsibilities/Duties
• Answers and triages calls accordingly.
• Schedules patient appointments and reminds patients of necessary items to bring, including their referral, medications, eyedrops and eyewear.
• Takes messages and assures they are delivered to the appropriate team member and/or documented into the electronic health record.
• Handles inquiries about accepted insurance, office hours, services, locations, exam fees, doctor information, etc.
• Enters referral information into the computer system.
• Prepares and mails new patient packets.
• Prints chart labels.
• Assists in other clerical duties as able and requested.
• Answers calls in a prompt, professional and polite manner.
• Responds easily to routine requests for information.
• Ensures that all messages are clearly written and distributed promptly and appropriately.
• Maintains patient confidentiality at all times.
• Cooperates and communicates with all departments.

Duties and responsibilities may be added, deleted or changed at any time at the discretion of the management, formally or informally, either verbally or in writing.

Minimum Education Requirements
• High school diploma or GED.

Minimum Background Requirements
• Position requires patient, physician and vendor contact; therefore, individual must exhibit pleasant manners, be professional in conduct, have the ability to listen and represent Practice standards of high efficiency and decorum.
• Position requires the ability to successfully manage urgent and sometimes confrontational interactions with patients while maintaining practice standards.

Minimum Demonstrated Skills
• Interacts well with staff members and physicians.
• Demonstrates listening skills.
• Possesses skill in operating computers and answering multiline phone systems.
• Possesses a willingness and desire to learn by instruction from the patient service manager, coworkers and physicians.
• Possesses the ability to learn about services and terminology.

Physical Demands
• Must be able to sit for long periods of time.
• Must be able to communicate via the telephone.
• Must be able to view and type computer data.
• Must be able to adhere to work schedule.

The Americans with Disabilities Act requires that reasonable accommodations be made for qualified individuals to help perform the required duties and tasks of the position. Please let us know at the time you apply for a position if you will need any special accommodations.

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