Call Center Specialist

Job Description

Job Description

Bilingual Spanish is REQUIRED

As a Call Center Specialist at Pulse Vascular, you will be responsible for handling incoming calls from patients, referring providers, caregivers, etc., aiding with inquiries, scheduling appointments, and delivering accurate information about services. Serving as the first point of contact for patients, you play a vital role in ensuring a smooth and seamless patient experience.

Key Responsibilities:

• Respond to inbound patient and referring provider calls, addressing inquiries and resolving issues in a timely and professional manner.
• Schedule and confirm appointments for medical services, ensuring accuracy in patient details and availability.
• Verify patient demographic and insurance information, updating records as necessary.
• Handle prescription refill requests and relay messages to the appropriate medical personnel.
• Provide basic information on clinic services, medical procedures, and billing inquiries.
• Triage patient calls and direct them to the appropriate department or medical professional.
• Escalate urgent issues to supervisors or medical staff when necessary.
• Maintain the confidentiality of patient information in compliance with HIPAA and organizational policies.
• Follow up with patients regarding appointment confirmations and any follow-up care instructions.
• Assist in rescheduling appointments and manage cancellations to optimize provider schedules.
• Accurately document all patient interactions and ensure all relevant details are logged in the system.
• Assist with outbound calls, such as appointment and procedure reminders, as directed by management.
• Handling incoming communications from patients and physicians
• Receive incoming patient referrals from Marketing Department 
• Other duties as directed

Required Skills & Qualifications:

• MUST have EMR experience
• Excellent verbal and written communication skills, with a clear, friendly, and professional phone manner.
• Strong problem-solving abilities and the capacity to manage difficult or sensitive situations with empathy and composure.
• Exceptional organizational skills with a focus on accuracy and attention to detail.
• Ability to multitask and manage high call volumes in a fast-paced environment.
• Basic computer proficiency, including familiarity with Electronic Medical Record (EMR) systems, scheduling software, and Microsoft Office.
• Knowledge of medical terminology and procedures is preferred.
• Previous experience in a medical or healthcare call center is desirable.
• Ability to maintain patient confidentiality and adhere to HIPAA regulations.

Work Environment:

• Must be able to work in a fast-paced environment and manage a high volume of calls.
• Monday through Friday 10 am to 6 pm.  No nights, weekends or holidays.
• Collaborative team environment with opportunities for professional growth.

Schedule:

• Monday through Friday
• Shifts Available
  • 9 AM - 5 PM
  • 10 AM - 6 PM

Bilingual Spanish is REQUIRED