Call Center Agent

divh2Call Center Agent/h2pLocation: Poughkeepsie, NY/ppSchedule: M-F 9:30 am - 6:00 pm Rotating Saturday Schedule 8:00 - 5:00/ppTemp. to Perm./ppstrongPosition Overview/strong: The Contact Center Agent operates the Groups Contact Center and provides routine information and directs calls to appropriate area./ppstrongEssential Duties and Responsibilities/strong:/pulliChannels all incoming calls, routes calls to appropriate department and/or person. Announces calls to physicians and executive staff./liliTakes messages and processes them accordingly./liliKnows physicians and staff schedules for all offices./liliHas general information regarding insurance, schedule, procedures, and services provided by the Group./liliKeeps log of physician telephone numbers, cell phones and pager numbers./liliResponsible for taking consults called in by the hospital, physicians or service and relaying them to physicians requested./liliHandles emergencies according to specified procedure./liliTurns over calls to the answering service as per instructed./liliKeeps answering service advised to covering physicians, physician telephone pagers and telephone numbers./liliConfirms physicians daily appointments, checking information and updating when possible./liliMaintains information and confidentiality./liliPerforms related work as required./li/ulpstrongPerformance Requirements:/strong/pulliAdheres to all CareMount Medical Groups policies and procedures including OSHA and HIPAA guidelines./liliKnowledge of business office procedures./liliKnowledge of Call Manager software and communication procedures./liliSkill in operating a communications system./liliAbility to read, understand and follow oral and written instructions./liliAbility to speak clearly and concisely with a pleasant telephone voice./liliAbility to handle stressful situations./liliAbility to establish and maintain effective working relationships with patients, physicians, staff and the public./li/ulpstrongTypical Physical Demands:/strong/pulliWork requires sitting for long periods of time; also stooping, bending and stretching for files and supplies. Occasionally lifting files or paper weighing up to 30 pounds./liliRequires the use of office equipment, such as computer terminals, telephones and copiers./li/ulpstrongTypical Working Conditions:/strong/pulliWork is performed in reception area./liliInvolves frequent contact with patients, physicians, and staff./liliWork may be stressful at times, interaction with others is constant and interruptive/liliContact involves dealing with sick people./li/ulpstrongQualifications:/strong/pulliSuperior customer service skills/liliPC proficiency with Microsoft Office and Outlook/liliSelf-starter with the ability to work independently/li/ulpstrongExperience:/strong/ppOne to two years of Contact Center experience preferably in a medical group./ppstrongEducation:/strong/pulliHigh School diploma or equivalent/GED/li/ul/div