Customer Service Representative

Job Overview:

We are looking for a dedicated and empathetic Inbound/Outbound Call Center Representative to join our Patient Services team. In this role, you will be responsible for making inbound/outbound calls to an existing patient list to schedule doctor appointments. The ideal candidate will have excellent communication skills, a compassionate approach to patient interactions, and the ability to manage a high volume of calls efficiently.

Key Responsibilities:

• Inbound/Outbound Calling: Make and receive a minimum of 200+ inbound and outbound calls per day to existing patients to schedule doctor appointments. Take high volume incoming calls from patients to assist in scheduling doctor appointments. Navigate through multiple applications to answer insurance and account questions.
• Appointment Scheduling: Accurately book and confirm appointments based on patient availability and doctor schedules with a goal of setting a minimum of 150 appointments per month.
• Patient Interaction: Engage with patients in a courteous and professional manner, addressing their questions or concerns and providing relevant information about their appointments.
• Data Management: Update patient information, appointment details, and call outcomes in the company’s scheduling and CRM systems.
• Documentation: Maintain accurate records of patient interactions and appointment status, ensuring all information is entered correctly and promptly.
• Compliance: Adhere to privacy regulations and company policies regarding patient information and appointment scheduling.
• Feedback and Improvement: Report any issues or patient feedback to the Call Center Manager to help improve processes and patient satisfaction.
• Performance: Maintain and exceed company metrics for outbound and inbound calls and appointments set.

Qualifications:

• Attendance/Reliability: Must be able to work 40 hours per week
• Experience: Previous experience in a call center or customer service role is preferred, particularly in a healthcare or insurance setting. Training will be provided.
• Communication Skills: Strong verbal communication skills with a focus on clear, compassionate, and effective patient interaction.
• Organizational Skills: Excellent organizational skills with the ability to manage multiple tasks and maintain a high level of productivity.
• Technical Proficiency: Familiarity with scheduling software and CRM systems is a plus; proficiency in data entry and technical aptitude use required.
• Attention to Detail: High attention to detail to ensure accuracy in scheduling and patient information.
• Empathy: Ability to approach each call with empathy and professionalism, particularly when dealing with sensitive patient information.

Working Conditions:

• Schedule: Full-time. Flexibility in scheduling may be required based on call volume and patient needs. Hours are Monday-Friday between the hours of 8:00 am-8:00 pm. There are occasional Saturdays based on Company needs
• Environment: Remote work environment.
• Noise Requirements: Must be able to provide and maintain a quiet, distraction-free workspace with zero background noise to ensure clear, professional-quality inbound and outbound calls.

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