Customer Service Agent

Job Summary The Customer Service Agent is responsible for answering multi-line telephone calls, triaging calls, scheduling appointments, and taking messages. They serve as a liaison between callers and medical staff to ensure efficient delivery of patient care. Responsibilities Answer multi-line telephone promptly and professionally. Schedule patient appointments, confirm details, provide necessary information, and remind callers of policies. Collect accurate patient demographics and update the computer system. Provide patient-focused service, transfer calls, and take thorough messages. Use sound judgment when handling upset patients, escalating to physicians, managers, or triage nurses as needed. Contact patients to confirm, cancel, or reschedule appointments. Mail necessary forms to new patients. Maintain updated knowledge of electronic health record and scheduling systems and office policies. Maintain patient privacy by keeping information confidential. Perform automated tasks within job responsibilities. Knowledge, Skills, and Abilities Strong phone and computer skills with practice-based medical office processes. Pleasant phone manner and excellent verbal and written communication. Ability to work efficiently in a fast-paced environment. Knowledge of insurance guidelines. Knowledge of medical information and electronic medical records/systems. Ability to organize and prioritize work. Adaptability to change. Minimum Requirements High school diploma or GED. At least one year of current call center or multi-line/automated system experience, preferably in a medical office setting. Work Environment & Physical Demands Work is performed in an office environment with frequent contact with staff. Requires prolonged sitting, occasional standing, bending, stooping, and stretching. Corrected vision and hearing to normal acuity required. #J-18808-Ljbffr