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.