Call Center Agent

Position

Summary

The Call Center Representative is the liaison between Certified Dermatology and its current and potential customers/patients. The role responsible for answering all incoming calls and emails, fielding customer/patient questions and complaints, scheduling appointments, obtaining all necessary demographic information, directing calls to other departments as needed, and keeping customer/patient satisfaction at the core of every decision and behavior.

Essential Accountabilities:

• Schedules appointments for patients:
• Answers telephone promptly and in a polite and professional manner.
• Obtains and enter accurate demographic information in CareCloud (address, telephone number, name of insurance or self-pay status).
• Schedules appointments correctly by reviewing appointment date, time, location, and provider name with caller.
• Informs caller of items to bring to appointment (including insurance card, medications, office visit fee, and verification of income – if applicable).
• Reminds caller of cancellation/no-show policy.
• Answers questions and offer other information, as requested, to provide patient-focused service and a positive impression of the organization.
• Ensures all voicemails are answered immediately.
• Follows-up with callers on complaint/question status, ensure resolution.
• Acts as a liaison for the patients and the Practice locations:
• Directs calls to other departments as needed.
• Uses sound judgment in handling calls, especially with upset patients.
• Understands when to escalate calls to Providers.
• Services patients:
• Makes reminder calls as requested.
• Makes calls to reschedule appointments when necessary.
• Aids with mailings and other projects as call volume permits.
• Other related duties as assigned by supervisor or manager.

Education/Experience:

• High School or GED required.
• Associate Degree or related healthcare certification, preferred.
• One year of experience in customer service and/or related clinical environment.
• Working knowledge of medical terminology.
• Bilingual in Spanish helpful.

Qualifications

• Ability to handle confidential and sensitive information.
• Ability to communicate effectively on the telephone.
• Familiarity with CRM systems, a plus.
• Excellent interpersonal communication skills.
• Ability to relate to persons with diverse educational, socioeconomic, and ethnic backgrounds.
• Ability to handle a “call center” environment: work quickly and multi-task.
• Ability to exercise good judgment to handle calls appropriately.
• Ability to demonstrate good customer service.

Physical

Requirements

• Position involves long periods of sitting, heavy data entry and heavy telephone work.

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