CALL CENTER AGENT (On-site position)

Call Center Agent (On-site Position)

Under the direction of the Call Center Manager and Team Lead, the Call Center Representatives work in our call center answering incoming calls and assisting patients or caregivers with various inquiries.

· Answers and triages inbound calls in a high volume call center.

· Assists patients and caregivers with various inquiries and provides general assistance to other callers in a timely manner.

· Receives and forwards patient requests to appropriate clinical staff in a timely manner.

· Enters patient information into the electronic health records (EHR) system.

· Recognizes and escalates complex issues to the Call Center Team Lead or Manager for guidance.

· Maintains up-to-date knowledge of physician and provider schedules, clinic updates, business office protocols, etc.

· Performs other duties as assigned.

Education: High School Diploma or equivalent. 1 – 2 years' experience in medical office administration highly preferred.

Other Requirements: Must be able to complete tasks with a high-degree of efficiency and accuracy while working in a fast-paced environment with frequent disruptions. Must demonstrate ability to analyze data and resolve complex problems. Must have the ability to work independently while managing time and workload appropriately. Knowledge of medical terminology and procedures, knowledge of health insurance industry practices and/or medical billing procedures preferred. Experience with medical scheduling/billing systems preferred. Exceptional customer service, interpersonal skills, and communication skills. Proficiency of electronic records systems preferred. Must have strong data entry skills and demonstrated typing speed of 45 wpm.