Call Center Representative - McLaren Careers

McLaren Health Care • Southfield, MI

404d

About The Position

The Call Center Representative at McLaren Health Care is responsible for managing incoming and outgoing calls with a focus on providing friendly, professional, and compassionate service. The role aims to resolve patient inquiries efficiently while ensuring a supportive environment and adherence to healthcare regulations.

Requirements

• High School Diploma or GED
• Minimum 6 months of Patient Access, Medical Billing or Customer Service work experience

Responsibilities

• Answer and/or make calls to patients efficiently and accurately to address their needs, concerns or other issues, ensuring that patients feel supported and valued.
• Engage in active listening with callers, confirming or clarifying information and diffusing angry clients, as needed.
• Understand and strive to meet or exceed Call Center metrics while providing excellent consistent customer service.
• Resolve inquiries during the call; send Communications Center Messages for assistance toward resolution only when absolutely necessary.
• Utilize software, databases, scripts, and tools appropriately.
• Maintain a warm and welcoming practice environment.
• Manage appointments, including scheduling.
• Operate office equipment and report any malfunctioning equipment via Service Ticket.
• Check regular email and Messaging System at least once daily.
• Adhere to policies and procedures of all relevant outside regulatory agencies such as HIPAA, OSHA, PCMH and the Centers for Medicare and Medicaid Services.
• Follow established McLaren Medical Group's Administrative, Personnel and Clinical Policies, Procedures, Workflows and How-To's to ensure efficient, effective, high quality patient care.
• Maintain patient confidentiality.
• Perform all other duties as assigned.

What This Job Offers

• Job Type: Full-time
• Industry: Nursing and Residential Care Facilities
• Education Level: High school or GED