Call Center Agent (Full Time)

ORGANIZATION WIDE COMPETENCIES

1. Customer Service Interactions: Organization expectation is employees will exhibit good customer techniques and positive interactions with all patients, visitors and co-workers.

• Customer Service Complaints : Regularly exhibits good customer techniques in daily interactions with patients, visitors, and co-workers.
• Telephone Etiquette: Exercises proper telephone etiquette: Introduces self, identifies department, greets caller courteously. Ensures caller is routed appropriately and asks if there is anything further they need prior to ending the call.

2 . Personal and Professional Responsibilities: Organization expectation is employees will complete all personal and professional responsibilities in a timely and efficient manner.

• Professional Certifications and Continuing Education: Completes all required continuing education programs and in-services with prescribed time frames. Ensures certifications are current and are not allowed to lapse.
• Professional Demeanor: Contributes in a positive manner to the professional environment of the organization. Participates and provides input to staff meetings.
• Attendance: Maintains attendance and tardiness per organization policy.
• Paylocity clocking: Clocks in and out or records hours worked correctly.

3. Organization Policy and Procedures: Adheres to the policies and procedures of the organization. (May only score Does Not Fulfill Expectations or Meets Expectations)

• Dress Code: Adheres to organization and/or department dress code.
• Policy Adherence: Refers and adheres to appropriate policies and procedures in daily job performance. Seeks interpretation as needed. Maintains on-going review of all new/revised policies.
• Administrative Decisions: Accepts and supports administrative decisions.
• Cost controls: Controls costs and expenses by efficient management of departmental resources, elimination of waste, inventory control, charging, billing, coding and resource utilization.

4. Ethics and Compliance: Employee's conduct reflects the organization expectation of the highest levels of ethic and compliant conduct. (May only score Does Not Fulfill Expectations or Meets Expectations)


5. Safety: Uses proper precautions to prevent injury to self or others. Reports any safety issues immediately to management. (May only score Does Not Fulfill Expectations or Meets Expectations)


60%

POSITION RESPONSIBILITIES

1. Answers incoming phone calls in a timely manner.
2. Accurate schedules patient appointments with appropriate providers.
3. Collects patient demographics and insurance information in an accurate manner.
4. Distributes incoming administrative correspondence in a timely and accurate fashion.
5. Scheduling referrals to appropriate outside providers timely;
6. Responds to requests from various departments regarding insurance, scheduling, and paperwork.
7. Scheduling appointments with providers based upon patient call and need.

Requirements

MINIMUM EDUCATION REQUIRED

• High school diploma

MINIMUM EXPERIENCE REQUIRED

• Customer service experience and office setting experience preferred

LICENSES / CERTIFICATIONS REQUIRED

• N/A

SUPERVISES

• N/A

KNOWLEDGE, SKILLS & ABILITIES REQUIRED

• Basic computer/typing skills; experience with Microsoft Office; experience with multi-line phones; ability to multitask

PHYSICAL DEMANDS & WORKING CONDITIONS

• Physical/Mental Requirements
• Ability to sit/stand for long periods
• Ability to visually and audibly perform all essential functions for timely responsiveness.
• Must be able to read, write, speak and understand the English language.
• Ability to make occasional judgments and respond to disasters or emergencies, actual events, or drills.
• Must have analytical and problem-solving capabilities.
• Must be able to deal with a variety of personalities with whom the employee comes into contact, both pleasant and irate.