Call Center Agent | CHMG Patient Contact Center | Full Time | Days

Concord Hospital Health System-posted 3 months ago
Entry Level
Concord, NH
251-500 employees
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Under the general supervision of the Call Center Manager or the Assistant Manager, the Call Center Agent performs a variety of call center tasks such as scheduling appointments, updating insurance information, and assisting patients with medication refills. The Call Center Agent is the primary access point for patients and their families and is responsible that the patient receives timely, empathetic and compassionate customer service.

  • Answer incoming calls and triage appropriately
  • Schedule appointment in the electronic medical record
  • Contributes to individual and team goals by maintaining: 11.7 calls per hour, 5% or below daily abandonment rate and answering calls on average in 2 minutes or less
  • Schedules, confirms or reschedules patient appointments
  • Promotes Patient Portal enrollment
  • Welcomes and coordinates intake of patient information for new and existing patients, and creates and maintains medical records
  • Obtains and verifies insurance and demographic information
  • Reconciles work lists and reports
  • Facilitates patient care between primary, specialty, and ancillary services
  • Supports a culture of 'yes' in support of a patient centered medical home
  • Works independently and within a team on special, nonrecurring and ongoing projects
  • Coordinates multiple aspects of projects, events, and other complex activities
  • Performs other duties as assigned
  • High School degree or General Educational Development equivalency required
  • Demonstrated customer service ability to interact with the public, staff and patients preferred
  • Excellent communication skills
  • Ability to problem solve
  • Demonstrates accuracy and attention to detail
  • Ability to thrive in a self-directed, online work environment
  • Ability to handle a high call volume environment while maintaining professionalism and high performance
  • Strong computer and keyboard skills required
  • Knowledge of medical office and hospital operations a plus
  • Familiarity with medical terminology a plus
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