Call Center Contact Associate - Urology

Summary Effectively schedule patients into the practice management program respecting the scheduling guidelines for each provider and providing the utmost in customer service to our patients. Politely receive and generate phone calls for appointment requests and create complete patient accounts: demographic and insurance information. Highly organized in working referral lists to ensure timely scheduling of appointments. Expert handling of patient issues with excellent customer service skills and patient confidentiality are mandatory. Brown University Health employees are expected to successfully role model the organization’s values of Compassion, Accountability, Respect, and Excellence as these guide our everyday actions with patients, customers and one another. Principal Duties And Responsibilities Accurately register patients and schedule appointments following established schedule templates. Manage large volumes of inbound and outbound calls in a timely manner. Resolve problems by clarifying issues; researching and exploring answers and alternative solutions; implementing solutions; escalating unresolved problems. Maintain proper record of all interactions with customers in EMR for tracking purposes. Serve as a central link of communication between patients, medical staff and the general public. Operate computer and IT equipment properly. Keeps equipment operational by following established procedures; reporting malfunctions. Education High school diploma or GED. Experience Proficient in relevant computer applications. Knowledge of customer service practices and principles. Excellent data entry and typing skills. Ability to handle stressful situations appropriately.****

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