Call Center Representative | Full-Time, Day Shift

Phelps Health

1d•Onsite

About The Position

Phelps Health is a 2000-employee-strong hospital and healthcare system serving the heart of small-town Missouri. No matter where you start with us, we’re committed to taking our team to the top. If you’re ready for the challenge of providing life-saving care or supporting those who do, read on to find your fit in the Phelps Health family. General Summary The Call Center Representative schedules patient appointments, assists operations manager with training and mentoring new staff, maintains and updates all contact information, makes next day patient appointment calls, discusses patient outstanding account balances to assist the medical group business office, and duties as assigned to Level I agent. Essential Duties and Responsibilities Assists with operations of the call center to build, support and maintain patient satisfaction and loyalty and to increase the number of patient appointments to the medical group through enhanced customer service, customer relationship management, and technology utilization. Ensures a professional, positive company image is projected through phone interactions. Handles distressed callers with patience and understanding. Resolves problems by clarifying patient's complaint; determining the cause of the problem; selecting and explaining the best solution to solve the problem; expediting correction, and escalates to operations manager when needed for resolution. Contributes to team effort by accomplishing related results as needed. Updates job knowledge by participating in educational opportunities. Enhances the organization’s reputation by accepting ownership for accomplishing new and different requests; and exploring opportunities to add value to job accomplishments. Keeps printer/fax equipment operational by following established procedures; reporting malfunctions. At Phelps Health, we think we have a better team, benefits, and opportunities for growth than anyone else around, and we invite you to see for yourself! Apply now to join us on our mission in health care. Phelps Health serves over 200,000 residents in south-central Missouri. Phelps Health is county-owned, non-tax supported and is overseen by a five-member elected board. Phelps Health employs more than 1,900 people, including 100-plus providers. Phelps Health, which includes a hospital licensed for 240 patient beds, serves a six-county area, with its main campus and several clinics located in Rolla, Missouri. Phelps Health also has clinics in Salem, St. James, Vienna and Waynesville, Missouri.

Requirements

High school diploma or equivalent required
Two years working in general medical office or call center experience required
Ability to receive and express detailed information through oral communications, visual acuity, and the ability to read and understand written directions
Ability to work and function with distraction in Contact Center setting
Excellent computer skills
Minimum typing skills of 60 wpm
Ability to safely operate an automobile

Nice To Haves

Prefer graduate of an accredited medical receptionist or similar program, or two years in a health care or customer service setting
Clinic experience preferred
Medical secretary or other medical technician/specialist certification by an accredited program preferred
Knowledge of medical terminology preferred
Knowledge of staffing/scheduling preferred

Responsibilities

Schedules patient appointments
Assists operations manager with training and mentoring new staff
Maintains and updates all contact information
Makes next day patient appointment calls
Discusses patient outstanding account balances to assist the medical group business office
Duties as assigned to Level I agent
Assists with operations of the call center to build, support and maintain patient satisfaction and loyalty and to increase the number of patient appointments to the medical group through enhanced customer service, customer relationship management, and technology utilization
Ensures a professional, positive company image is projected through phone interactions
Handles distressed callers with patience and understanding
Resolves problems by clarifying patient's complaint; determining the cause of the problem; selecting and explaining the best solution to solve the problem; expediting correction, and escalates to operations manager when needed for resolution
Contributes to team effort by accomplishing related results as needed
Updates job knowledge by participating in educational opportunities
Enhances the organization’s reputation by accepting ownership for accomplishing new and different requests; and exploring opportunities to add value to job accomplishments
Keeps printer/fax equipment operational by following established procedures; reporting malfunctions