Job Description
Job Description
POSITION TITLE : Call Center Agent
Whatley Health Services, Inc. is seeking a qualified Call Center Agent to join our team. Responsible for assisting in the operation of the Call Center Department.
Answers all incoming telephone calls, provides help to callers, schedule appointments, take messages, and route calls appropriately.
QUALIFICATIONS :
- Must have excellent computer skills
- Knowledge of medical terminology
- High School graduation or equivalent
- Capable to typing 20-30 wpm
- Ability to multi-task and organize
- Capable of remaining calm and polite under pressure
- Thorough knowledge of office practices and procedures
- Must have excellent writing, spelling, and language skills
- Good voice qualities, verbal communication skills and telephone etiquette
SUMMARY OF DUTIES :
- Answers telephone in a timely manner and processes calls, appropriately screening calls for adequate routing.
- Identify patient call needs, clarify information, research issues and provide solutions.
- Schedule appointments in accordance with established scheduling procedures.
- Process and / or track appointment rescheduling and cancellations.
- Troubleshoot patient issues and provide follow-up.
- Alert clinical staff of any urgent issues or problems.
- Exhibit excellent customer service.
- Notify patients of changes in appointment dates and / or times.
Rev. 06 / 14
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