SUMMARY

The Call Center Representative serves as a key point of contact for patients, clinical staff, and the public, delivering exceptional customer service in a fast-paced call center environment. This role is responsible for accurately scheduling patient appointments, performing efficient data entry, and managing a high volume of incoming calls. Representatives also assist in directing callers to the appropriate departments or personnel as needed.

SPECIFIC DUTIES AND RESPONSIBILITIES

All duties are subject to accommodation in accordance with the Americans with Disabilities Act (ADA)

• Responsible for scheduling appointments across five clinical departments.
• Provide support in addressing the reason for each patient’s call, ensuring accurate screening and appropriate service coordination.
• Identify patients’ needs, clarify information, and offer appropriate solutions in accordance with established policies and procedures.
• Operate a multi-line telephone system to answer, screen, and direct calls efficiently, using appropriate systems and communication protocols.
• Accurately gather, verify, and input patient demographic information into the system.
• Answer all calls in a courteous and professional manner, maintaining a high standard of customer service.
• Meet departmental goals and performance objectives consistently.
• Promptly report any issues or concerns to the manager or, in their absence, to the designated officer.
• Perform all other related duties assigned by leadership.

Requirements

Qualifications:

• Demonstrate proficiency with job related telecommunication equipment.
• Experience in a healthcare/medical setting highly desired.
• Ability to work with a high-volume key performance indicator.
• Excellent verbal and written communication skills.
• Excellent interpersonal and customer service skills.
• Bilingual skills (English/Portugues/Haitian/Creole or other languages) preferred.

Required Education and/or Experience:

• High School diploma, or GED is required.

Physical Requirements and Work Environment:

The physical requirements and work environment described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions. This position requires manual dexterity sufficient to operate phones, computers, and other office equipment. Specific vision abilities required by this job include close vision, depth perception and the ability to adjust focus.