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Department: Health Services Reports To: Director Administration FLSA: Non-Exempt |
Effective Date: January 2007 Approved By: Medical Director |
POSITION SUMMARY
The Customer Call Center Representative will assure that the provision of high quality; cost efficient, culturally sensitive services comply with all Federal, State and local agency policies and procedures.
KEY FUNCTIONS/RESPONSIBILITIES:
• Answers the telephone promptly, identifies him/herself and the agency, refers calls to the appropriate area, and identifies and refers urgent calls correctly. Accurately communicates phone messages as needed.
• Makes initial, and assists in making return appointments, confirming the patients current address, phone number, and updates in the computer system as necessary.
• Accurately performs daily data entry.
• Makes appointments and transfers according to established policies and procedures.
• Performs computer record file maintenance and updates in a timely manner.
• Provides complete information on the certifying process.
• Solicits and addresses patient's questions and/or concerns.
• Provides correct information on CCI and our services.
EDUCATION AND EXPERIENCE:
• Requires a High School Diploma or GED.
• MUST have at least one year of relevant work experience, preferably in a medical setting or an equivalent combination of training and experience in order to perform office routines and clerical support functions.
• Customer Services skills required.
• Some computer skills required.
OTHER SKILLS AND ABILITIES:
• MUST be fluent in English and Spanish.
• Must possess excellent communication and interpersonal skills in order to greet patients and visitors in person or over the phone, and to direct them accordingly.
• Ability to maintain a high standard of customer service and observance of corporation protocol in a hectic and sometimes hostile situation.
• Ability to read and write in order to update patient information/forms, accurately communicate phone messages, and respond to visitors and callers as needed.