Call Center Representative

Call Center Representative (2891) HCVA - Museo 8th Floor Main - Houston, TX 77004 US Heart and Vascular is in need of a Call Center Representative for Houston Cardiovascular Associates in Houston, TX. Responsibilities Answer all incoming calls within two rings. Handle appointment rescheduling for office visits and testing appointments. Direct clinical calls to the appropriate clinical team member using a telephone encounter (TE) in the EMR. Escalate urgent patient issues as needed using the TE escalation pathway or reaching out to a supervisor. Outbound calls: Confirm testing appointments for assigned physicians, and office visits as needed. Work with medical staff for assigned physicians to work on non-clinical tasks such as rescheduling. Change status to unavailable or wrapping up as needed to ensure a low rate of bounced calls. Monitor voicemail box and triage messages. All voicemail boxes must be cleared within 24 hours of receipt. Personal voicemail must be monitored daily and group voicemail monitored as assigned. Ensure all Telephone Encounters are cleared within 24 hours of receipt. Additional duties as assigned based on practice needs. Requirments Minimum of 1 year of experience High School Diploma or equivalent is required Strong communication and interpersonal skills. Proficiency in using call center software and electronic health record (ECW) systems Ability to use Microsoft Word basic correspondence Knowledge of medical terminology and basic healthcare processes Empathy, patience, and a customer-centric approach to patient care Strong attention to detail and analytical skills Knowledge of healthcare compliance and regulations, including HIPAA Excellent communication and interpersonal skills Ability to work independently and as part of a team Ability to type a minimum of 30 WP #J-18808-Ljbffr