Call Center Agent (519)

SKIN & AESTHETIC CENTERS•Toms River, NJ

53d•$18 - $18•Onsite

About The Position

The Call Center Representative is the liaison between Certified Dermatology and its current and potential customers/patients. The role responsible for answering all incoming calls and emails, fielding customer/patient questions and complaints, scheduling appointments, obtaining all necessary demographic information, directing calls to other departments as needed, and keeping customer/patient satisfaction at the core of every decision and behavior.

Requirements

High School or GED required
One year of experience in customer service and/or related clinical environment
Working knowledge of medical terminology
Ability to handle confidential and sensitive information
Ability to communicate effectively on the telephone
Excellent interpersonal communication skills
Ability to relate to persons with diverse educational, socioeconomic, and ethnic backgrounds
Ability to handle a “call center” environment: work quickly and multi-task
Ability to exercise good judgment to handle calls appropriately
Ability to demonstrate good customer service
Position involves long periods of sitting, heavy data entry and heavy telephone work
Monday- Thursday 11:00am-7:00pm and Friday 9:30am-5:30pm

Nice To Haves

Associate Degree or related healthcare certification, preferred
Bilingual in Spanish helpful
Familiarity with CRM systems, a plus

Responsibilities

Schedules appointments for patients
Answers telephone promptly and in a polite and professional manner
Obtains and enter accurate demographic information in CareCloud (address, telephone number, name of insurance or self-pay status)
Schedules appointments correctly by reviewing appointment date, time, location, and provider name with caller
Informs caller of items to bring to appointment (including insurance card, medications, office visit fee, and verification of income – if applicable)
Reminds caller of cancellation/no-show policy
Answers questions and offer other information, as requested, to provide patient-focused service and a positive impression of the organization
Ensures all voicemails are answered immediately
Follows-up with callers on complaint/question status, ensure resolution
Acts as a liaison for the patients and the Practice locations
Directs calls to other departments as needed
Uses sound judgment in handling calls, especially with upset patients
Understands when to escalate calls to Providers
Makes reminder calls as requested
Makes calls to reschedule appointments when necessary
Aids with mailings and other projects as call volume permits
Other related duties as assigned by supervisor or manager