Contact Center Representative - Inbound jobs in Pembroke Pines, FL

Purpose:

The call center scheduling coordinator supports Athena Medical Group Centers by becoming the liaison between our company and its current and potential patients. The role of each call center scheduling coordinator is to handle high volume incoming phone calls while adhering to quality standards, by accepting ownership and effectively solving patients’ issues, complaints, and inquiries, and by keeping customer satisfaction at the core of every decision and behavior. Our goal is to improve the health, happiness, and well-being of each patient, with a commitment to excellence in all that we do.

Primary Responsibilities:

• Must be available to work in office full time.

• Take patient calls and provide accurate and satisfactory answers to their queries and concerns.
• De-escalate situations involving dissatisfied patients, offering patient assistance and support.

• Ensure accurate notes of all communications are recorded in the patient’s chart.

• Collaborate with other call center professionals to improve customer service.
• Manage large amounts of inbound and outbound calls in a timely manner.
• Answer telephone promptly and politely Utilizing software, databases, scripts, and tools appropriately.
• Obtain and enter accurate demographic information into EMR system.
• Schedule appointments appropriately to optimize patient satisfaction, provider time and most effective use of exam and treatment rooms.
• Identify patient’s needs, clarify information, research every issue, and provide reasonable solutions.
• Inform patient of items to bring to appointment (including insurance card, ID, and when necessary, referral/authorization).
• Meet and exceed personal and department objectives and metrics.
• Provide concierge level customer service while interacting with patients, referring offices, and team members over the phone, in person, or via electronic communication.
• Follow HIPAA regulations.

Knowledge, Skills and Abilities Required:

• High School Diploma or equivalent required.
• Call Center: 1 Year.
• Experience in medical field is highly desirable.
• Computer literate: Microsoft Office (Excel, Word, and PowerPoint) required.
• eMedical or similar EMR system knowledge is highly desirable.
• Bilingual: Spanish