CALL CENTER REP

Job Description

Job Description

Job Summary

Responsible for answering, transferring, and screening all calls in a timely manner and directing them to the appropriate destination.

Essential Functions

• Provides support to patients, including answering questions regarding patient appointments, testing and scheduled procedures via phone.
• Must comply with HIPAA confidentiality standards when accessing or communicating patient information.
• Schedules and cancels patient appointments while maintaining patient records confidentially.
• Contributes to the success of the physicians’ office practice by following all written protocols and procedures of the clinic.
• Demonstrates courtesy and helpfulness toward patients and their families while working closely with other departments to ensure smooth patient flow and decrease patient waiting time.
• Receive calls from patients or designated caregivers requesting service; determine nature and location of concern, determine priority of concern in accordance with established procedures.
• Refers patient to the portal for on-line registration to enhance patient experience.
• Communicate clearly and concisely, both orally and in writing to other staff.
• Must treat each patient as your most important priority.
• Other duties as assigned.

Skills and Abilities

Standard Qualifications

Education : High school diploma or equivalent.

Experience : Minimum of two years’ experience in telephone operations with emphasis in appointment scheduling, preferably in health care setting.

Physical / Mental Demands

Environmental / Working Conditions

This description is intended to provide guidelines for meeting job requirements. Responsibilities, knowledge, skills, abilities, and working conditions may evolve as needs change. The job holder must demonstrate current competencies applicable to the job position. South Bend Orthopedics (SBO) has the right to revise this position description at any time. This position description is not a contract of employment and does not alter the employee’s at-will employment status.