The Business Assistant, Call Center handles incoming calls from patients and the public, schedules appointments, answers questions and offers guidance, makes follow-up calls to patients, escalates issues to appropriate personnel and supports the delivery of quality customer service.
- Requires a high school diploma or equivalent.
- Experience working in a call center environment preferred.
- Work experience in a medical/dental or business office preferred.
- Strong customer service skills including courteous telephone etiquette and professionalism.
- Must be professional, self-motivated and have strong attention to detail.
- Must have good communication, teamwork, and computer skills.
- Must demonstrate excellent internal and external customer service skills.
- Must demonstrate a personal and professional commitment to Eastern Shore Rural Health System and its Mission Statement.
- Bilingual skills are a plus.
- Schedule appointments using computerized system.
- Answer the telephone using approved script. Create telephone encounters, direct calls and assign telephone calls to appropriate staff following established protocol. Identify patient's and other customer's needs, clarify information, research every issue and provide solutions and/or alternatives.
- De-escalate situations involving dissatisfied customers, offering patient assistance and support.
- Appropriately route calls and schedule appointments per guidelines (i.e. sends calls to the right bubbles, books appointments in correct slots).
- Maintain daily activity in the queue for 6.5 hours.
- Update changes of patient’s information in computer database.
- Average 80 or more calls daily on monthly audits.
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