Patient Phone Services Representative

Brio Primary Care Call Center Representative

You are someone who relates well to others. You can listen to someone else's story and imagine yourself in their situation. You use this emotional awareness and sensitivity in the way that you respond in conversation by acknowledging frustrations and speaking to others in a compassionate way. You enjoy being around other people, but do not need face-to-face interaction with patients in order to make it through your day. Empathy, dependability, and adaptability are at the top of your strengths list. Your love for people motivates you to serve others and serve them well.

You need to be comfortable tackling a task on your own and seeing it through to completion. At the same time, you should be a team player who thinks about how individual actions impact the team as a whole. You should not be afraid to take on specific tasks and projects in addition to your daily workflow. When there is not much "downtime" in a day, you thrive by staying busy and facing each obstacle that comes your way. Multi-tasking should be something that comes naturally to you. Typing while talking and guiding a caller through your conversation is a challenge you are willing to take on!

We need you to not only take in information, but also ask questions that deepen your own understanding to a point where you can communicate that same information to others. You don't have to memorize everything about our company, but you do need to appreciate the history and intentionality behind processes that are already in place and be strategic about organizing the information you are given.

Being able to use good judgment is necessary for this role especially with the gray area situations that come up from time to time. We need you to be a creator when it comes to improving and optimizing the resources we offer to our patients. You see yourself as a voice for our Brio patients!

Most importantly, you will put your fellow team members before yourself. You are humble and extend grace to all people (especially when they might not deserve it!).

Position Overview

Responsible for answering incoming calls for Brio Primary Care. Clearly communicating with and providing over-the-top customer service to all callers. Making sure our patients and callers feel connected and heard.

Essential Functions

• Answering all incoming calls promptly, efficiently and with compassion.
• Inviting, connecting, and partnering with our patients to help provide extraordinary patient care.
• Responsibilities including but not limited to scheduling appointments, answering informational questions accurately, and connecting callers with other departments as necessary.
• Efficiently multi-tasking, especially in times of high volume.
• Attending team development meetings, trainings, and quarterly one-on-ones with supervising Coordinator throughout the year.
• Other duties as assigned.

Qualifications

• Minimum education requirement: High School Diploma or GED.
• Customer service experience required.
• Experience in a healthcare setting preferred.
• Expert computer skills and able to type 40 wpm.

Work Environment and Physical Demands

• Ability to sit at a computer terminal for long periods of time.
• Ability to be physically in attendance at workstation at designated company office location during normal business hours designated for this position.
• Ability to travel up to 10% of the time.
• Ability to lift up to 20 lbs.