CALL CENTER REPRESENTATIVE

Call Center Representative

Do you enjoy helping people and making a difference with every conversation? We are looking for a friendly and dependable Call Center Representative to join our team. In this role, you will serve as the first point of contact for our patients, providing support, resolving inquiries, and ensuring a positive experience with every interaction. The ideal candidate is an excellent communicator who shares in the commitment of our organization's philosophy of "partnership" with patients while integrating its values of Respect, Quality, Compassion, Integrity, and Excellence.

Essential Functions

• Answer phones and route calls and messages to providers and other staff members efficiently.
• Schedule patient appointments in accordance with guidelines.
• Update the Practice Management System (PMS) with accurate patient addresses, phone numbers, and insurance information.
• Perform patient scheduling by completing accurate phone discussions to obtain demographic, insurance, financial and appointment related information.
• Build positive relationships with internal and external customers/patients.
• Prioritize and multi-task to meet the demands of a busy office, including answering a high-volume of phone calls.
• Demonstrate professional phone etiquette and take complete and accurate phone messages.
• Must maintain accurate records.
• Comply with HIPAA guidelines at all times.
• Provide input and recommendations to enhance the growth and success of the organization.

Physical Demands

• Extensive use of computer and telephone.
• Some lifting of supplies and equipment up to 50 lbs.
• 20% walking or standing, 80% sitting at a desk.
• Category II re: exposure to blood, bodily fluids, and communicable diseases.

Qualification Requirements

• Must be able to work onsite in Lorain, OH.
• Must have a high school diploma or GED.
• Previous experience as a receptionist, secretary, or call center representative in a medical setting is preferred.
• Experience in patient scheduling preferred.
• Must be able to demonstrate computer knowledge, including: basic Microsoft Office and the ability to navigate and manipulate multiple software applications in a single session.
• Knowledge of medical terminology preferred.
• Ability to maintain a calm and professional demeanor and communicate enthusiastically with patients.
• Ability to be responsive in working with a culturally-diverse patient population.
• Must have valid driver's license and satisfactory driving record.
• Bilingual Spanish speaking is a plus.

Lorain County Health & Dentistry (LCH&D) values diversity and is committed to equal opportunity for all persons, regardless of age, color, disability, ethnicity, marital status, national origin, race, religion, gender identity, sexual orientation, veteran status, or any other status protected by law.

LCH&D is committed to the full inclusion of all qualified individuals. As part of this commitment, LCH&D will ensure that all persons with disabilities are provided reasonable accommodations for the hiring process. If an accommodation is needed please contact the LCH&D Human Resources Department.