Call Center Agent

Call Center Agent

Location: Poughkeepsie, NY

Schedule: M-F 9:30 am - 6:00 pm & Rotating Saturday Schedule 8:00 - 5:00

Temp. to Perm.

Position Overview : The Contact Center Agent operates the Group's Contact Center and provides routine information and directs calls to appropriate area.

Essential Duties and Responsibilities :

• Channels all incoming calls, routes calls to appropriate department and/or person. Announces calls to physicians and executive staff.
• Takes messages and processes them accordingly.
• Knows physicians and staff schedules for all offices.
• Has general information regarding insurance, schedule, procedures, and services provided by the Group.
• Keeps log of physician telephone numbers, cell phones and pager numbers.
• Responsible for taking consults called in by the hospital, physicians or service and relaying them to physicians requested.
• Handles emergencies according to specified procedure.
• Turns over calls to the answering service as per instructed.
• Keeps answering service advised to covering physicians, physician telephone pagers and telephone numbers.
• Confirms physicians' daily appointments, checking information and updating when possible.
• Maintains information and confidentiality.
• Performs related work as required.

Performance Requirements:

• Adheres to all CareMount Medical Group's policies and procedures including OSHA and HIPAA guidelines.
• Knowledge of business office procedures.
• Knowledge of Call Manager software and communication procedures.
• Skill in operating a communications system.
• Ability to read, understand and follow oral and written instructions.
• Ability to speak clearly and concisely with a pleasant telephone voice.
• Ability to handle stressful situations.
• Ability to establish and maintain effective working relationships with patients, physicians, staff and the public.

Typical Physical Demands:

• Work 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.
• Requires the use of office equipment, such as computer terminals, telephones and copiers.

Typical Working Conditions:

• Work is performed in reception area.
• Involves frequent contact with patients, physicians, and staff.
• Work may be stressful at times, interaction with others is constant and interruptive
• Contact involves dealing with sick people.

Qualifications:

• Superior customer service skills
• PC proficiency with Microsoft Office and Outlook
• Self-starter with the ability to work independently

Experience:

One to two years of Contact Center experience preferably in a medical group.

Education:

• High School diploma or equivalent/GED