Call Center Specialist

Job Description

Job Description

JOB TITLE: Call Center Specialist
LOCATION: Rockville, MD
HOURS: 4 DAY WORK WEEK - Monday - Thursday (Full-Time)
PAY: $22/hr
FREE PARKING AT ALL 7 OFFICE LOCATIONS!

BENEFITS:

• Health/Dental/Vision Insurance
• FSA
• HSA
• Life Insurance
• 401K Contributions
• Disability Insurance
• Paid Time Off
• Every Friday off
• Tuition Assistance
• Free Parking
• Paid Maternity and Paternity Leave
• STD/LTD/ADD Insurance (short-term disability, long-term disability and accidental death and dismemberment insurance)

Reports To: Call Center Manager 

Supervision Exercised: No Supervision required in this role  

Position Summary:
This is a position that requires a lot of communication with Patients, Providers, and Family Members of patients. There is a lot of verbal and written communications internally as well as externally. It requires a lot of Multitasking and being able write clearly and concisely. You need to have a lot of patience and empathy as well as being able to work in a fast-paced environment, with a high volume of calls. The Call Center Specialist reports to the Call Center Manager. It is a full-time position that may be stressful at times but also has the potential to be a Hybrid Position working in the Calhoun office two days a week and home two days a week after completing six months of employment. Arthritis and Rheumatism is an organization that works four days a week, Monday Through Thursday, 36 hours a week. 

Key Duties & Responsibilities:

• The key duties are answering calls and Scheduling Appointments for all locations 
• Scheduling appointments for New and Existing Patients
• Verify the system to see if the patient is new or existing 
• Create a chart for the patient if they are New to ARA
• Enter all the patient’s demographics in the system 
• Verify all the information to get the patient scheduled for an appointment 
• Warm transfer calls to the appropriate department (Example: Eligibility, Business, Front Desk)
• Create a task message in the Nextgen system when you need to get a message to the Provider, or to a specific group of people. 
• Get patients scheduled with the correct provider in the correct location 
• Send messages to the front desk when patients same day or running late to the appointment. 
• Work portal messages that are received from the patients through portal communications. 
• Transfers patients to the Business office when there is a same day cancel to get the fee paid
• Call Center Specialists are responsible for working daily task that are assigned to the Call Center from Providers or other Departments. 
• Call Center is responsible to run daily error reports to capture and correct any scheduling errors for the beginning of their shift and at the end of the shift. 
• Call Center performs any other related work that is assigned. 
• Assist with scheduling or cancelling appointments when asked by other areas. 
• Able to work in a team as well as individually 

Qualifications:

• Bachelor's
• Hight School Diploma with 3 years of Call Center experience in fast pace enviroment
• Customer Service Experience in Call Center Setting 
• Experience working in HealthCare or Physicians Practice
• Computer Knowledge 
• Telephone etiquette 
• At least one year of medical office experience as a medical Receptionist 

Working Conditions / Other:

• This is initially an in-office position with potential to become Hybrid after six months of successful job performance. 
• No weekends required 
• One Friday every quarter for team quarterly meetings
• Requires prolonged sitting. Requires eye-hand coordination and manual dexterity to operate a computer keyboard, telephone, copier, fax machine. Vision must be correctable, and hearing must be in the normal range for telephone work. Must be able to perform multiple tasks at one time as well as handle interruptions. Computer work comprises most of the day. Work can be stressful and fast-paced. 

Disclaimer:

• The foregoing description is not intended and should not be construed to be an exhaustive list of all responsibilities, skills, efforts, or working conditions associated with the job.  It is intended to be an accurate reflection of the general nature and level of the job.