Call Center Representative

THE CLINIC @ Central Oklahoma Family Medical Center•Ada, OK

47d

About The Position

The Call Center Representative will manage large amounts of inbound calls in a timely and professional manner. The Call Center Representative will answer phone calls and ensure accurate scheduling of patients, forward notes to the nurses, and triage calls to forward to the appropriate discipline. This position will maintain patient confidentiality and abide by The Clinic's (COFMC) policies and procedures.

Requirements

High School graduate or equivalent required
Must be at least 18 years of age
Knowledge of customer service practices and principles
Superior listening, verbal, and written communication skills
Ability to work and communicate with a multidisciplinary healthcare team and the public
Basic computer skills; required (date entry and typing skills)
Phone etiquette
Ability to multi-task
Able to sit for extended periods of time

Nice To Haves

Medical/Dental office experience preferred
Customer service experience preferred

Responsibilities

Schedule appointments
Answer calls in a professional and courteous manner
Directs calls as appropriate
Takes calls and provides accurate, satisfactory answers to questions and concerns, providing patient support, and de-escalating dissatisfied patients
Processes payments
Maintains records and accounts
Participates in The Clinic's staff training events
Protects the confidentiality of patients and their records at all times by complying with The Clinic's Patient Confidentiality and HIPAA policies and procedures
Keeps workspace neat and organized
Maintains a professional demeanor
Exhibits a positive attitude and a commitment to the mission of the organization
Exhibits caring qualities consistent with the values of COFMC
Exhibits awareness of cultural factors and shows competence in reducing barriers to the provisions of health care services
Adheres to The Clinic's policy and procedure
Addresses patient complaints as outlined in patient complaint resolution
Performs other duties as assigned