Call Center Representative (2792)

Call Center Representative

US Heart and Vascular is in need of a Call Center Representative for Willowbrook Cardiovascular Associates in Houston, TX.

Responsibilities:

• Answer all incoming calls within two rings.
• Handle appointment rescheduling for office visits and testing appointments.
• Direct clinical calls to the appropriate clinical team member using a telephone encounter (TE) in the EMR.
• Escalate urgent patient issues as needed using the TE escalation pathway or reaching out to a supervisor.
• Outbound calls: Confirm testing appointments for assigned physicians, and office visits as needed.
• Work with medical staff for assigned physicians to work on non-clinical tasks such as rescheduling.
• Change status to unavailable or wrapping up as needed to ensure a low rate of bounced calls.
• Monitor voicemail box and triage messages.
• All voicemail boxes must be cleared within 24 hours of receipt. Personal voicemail must be monitored daily and group voicemail monitored as assigned.
• Ensure all Telephone Encounters are cleared within 24 hours of receipt.
• Additional duties as assigned based on practice needs.

Requirements:

• Minimum of 1 year of experience
• High School Diploma or equivalent is required
• Strong communication and interpersonal skills.
• Proficiency in using call center software and electronic health record (ECW) systems
• Ability to use Microsoft Word basic correspondence
• Knowledge of medical terminology and basic healthcare processes
• Empathy, patience, and a customer-centric approach to patient care
• Strong attention to detail and analytical skills
• Knowledge of healthcare compliance and regulations, including HIPAA
• Excellent communication and interpersonal skills
• Ability to work independently and as part of a team
• Ability to type a minimum of 30 WP