Job Description – Appointment Call Center Agent

Classification – FSLA - Non-Exempt - hourly

Salary Grade/Level/Range

Level of experience, longevity, within current company pay structure.

Reports to

Appointment Call Center Manager

Summary/Objective

Assist patients with scheduling appointments for office visits, office procedures and diagnostic testing utilizing the practice management system.

Essential Functions

• Answer incoming calls which pertain to appointment requests, task a physician etc. answer telephone calls on multi-telephone system in a professional manner.
• Manages a large volume of inbound and outbound calls in a timely manner.
• Completes initial registration information of new patients following established policies and procedures.
• Obtains email address for patient for the patient portal.
• Updates any changes of patient’s information in computer database.
• De-escalates situations involving dissatisfied patients, offering patient assistance and support.
• Process referral requests.
• Research required information using available resources.
• Must be able to communicate with patients courteously and calmly.
• Maintains confidentiality of patient records.
• Other duties as assigned by Manager.

Qualities and Characteristics

• Maintains a professional relationship and positive attitude with co-workers, patients and all M.I.N.D staff.
• Strives to learn more and receptive to new challenges and opportunities.
• Displays enthusiasm toward the work and the mission of M.I.N.D.

Qualifications

• High School Diploma or GED. (required)
• 1+ year experience/understanding of health insurance, appointment scheduling software and tracking. (required)
• 1+ year call center experience (required)
• 1+ year data entry (required)

Work Environment

This job operates in a medical office facility. This role routinely uses office equipment such as computers, phones, photocopiers, filing cabinets and fax machines. Fast-paced work environment based on elective and urgent/emergent situations.

Physical Demands

This position requires the ability to sit for long periods of time, answering calls on a multi-line phone system, prolonged viewing of computer screen, writing, reading and note taking.

Position Type/Expected Hours of Work

This is a full-time in-person position. It is an 8 hour shift, Monday through Friday, varying hours between 7:30 a.m. to 4:30 p.m.

Travel – none

Other Duties

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice. Employees should adhere to all approved policies, procedures and philosophies.