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

Concord Hospital • Concord, NH

78d

About The Position

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.

Requirements

• 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 (Words per minute will be asked upon interview)
• Knowledge of medical office and hospital operations a plus
• Familiarity with medical terminology a plus

Responsibilities

• 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.

What This Job Offers

• Industry: Hospitals
• Education Level: High school or GED
• Number of Employees: 251-500 employees