Call Center Technician

Job Summary:

The Call Center Technician is responsible for scheduling and interacting with patients via telephone and performs a range of duties which includes answering incoming telephone calls, taking messages and tasking appropriately, scheduling appointments and gathering required information in preparation for the patient's on-site appointment

Supervisory Responsibilities:

none

Duties/Responsibilities:

Understands and adheres to the Crossing Healthcare Standards, Policies and Behaviors. Responds to inquiries regarding appointments, referrals, refills, etc. Remains aware of call queues and complete call processing in an efficient manner while maintaining high level of customer experience. Displays active listening, empathy, courtesy, and professionalism with callers and colleagues. Strives to resolve caller's inquiries in a single interaction. Fulfills responsibilities to ensure proper patient identification, accurate demographics and insurance coverage, and managing/updating patient medical records. Performs general office/clerical duties at offsite practices as needed, including scheduling, registration, and other front desk duties. Provides feedback and collaborates with colleagues and leadership to improve departmental performance. Completes all annual mandatory requirements and conditions of employment. Performs all other related duties as assigned Competencies Ability to maintain confidentiality Ability to relate to persons of various economic levels and cultures Average to above average level of interest in working with people and data Cooperative attitude, with the ability to be assertive when needed Proficiency in use of telephone system, computer, and basic office equipment Superior listening, verbal, and written communication skills Excellent data entry and typing skills Knowledge of customer service practices and principles Ability to handle the stressful situation appropriately Customer focus and adaptability to different personality types Ability to multi-task, set priorities and manage time effectively

Education and Experience:

High School Diploma or equivalent One to two years' experience in health care setting preferred

Physical Requirements:

Ability to work in conditions that include exposure to blood, bodily fluids and tissues, contagious diseases and/or other potentially hazardous materials Moderate physical exertion including walking, standing bending, reaching and carrying moderately heavy loads (up to 10lbs) Ability to sit for extended periods of time Pleasant speaking voice