Call Center Representative
About The Position
In the role of Call Center Representative, you play a vital role in maintaining effective communication functions over the phone for Dakota Eye Institute and ensuring individuals calling in to our practice are treated in a professional and courteous manner. The individual in this position is responsible for answering the telephone in a courteous and professional manner, directing calls to appropriate personnel, scheduling appointments, calling unconfirmed appointments, handling provider recalls, and working the waitlist. Additional responsibilities include sending/managing tasks in the EHR system and monitoring other communication software.
Requirements
- High school diploma or equivalent
- Two years minimum experience in customer service
- Two years minimum experience working in a medical setting
- Ability to use technology such as the telephone, computer, and other related instruments or devices.
- Good vision and hearing are essential for accurately processing information and communicating with patients.
- Ability to sit at a desk for long periods of time to perform job responsibilities, up to 8 hours per day.
Nice To Haves
- Passion for providing outstanding patient healthcare experience
- Excellent skills and mannerisms in answering the telephone
- Proficient in managing multiple tasks simultaneously
- Demonstrates empathy and attentiveness to each patient's individual needs and concerns
- Excellent skills in documenting information and clear communication
- Familiarity with electronic health records and practice management systems is preferred
- Strong organizational and administrative abilities
- Exceptional time management and record-keeping skills
- Treats patients and co-workers with respect and professionalism
- Ability to maintain composure under pressure
Responsibilities
- Schedules, reschedules, and cancels appointments as necessary following current scheduling protocols
- Updates patient recalls as necessary
- Inputs & updates patient demographic information
- Inputs insurance information
- Sends / Manages tasks in EHR system
- Monitors messaging software
- Answers telephone calls promptly (two rings)
- Addresses the caller’s concern
- Directs all calls to appropriate personnel
- Identifies emergency calls and directs to triage or schedules per protocol
- Obtains proper insurance information
- Provides fee schedules and insurance information to patients
- Notify our patient accounts department of a recently scheduled patient to run the pre-authorization if needed
- Collects and inputs co-pays, refraction fees and any other known, non-covered or outstanding charges, when appropriate
- Meet call center productivity expectations
- Maintains adherence to company policies
- Performs other duties as require
Benefits
- 401(k) Retirement with an employer contribution
- Medical and Dental Insurance
- Employer contribution to a Health Savings Account
- Vision Benefits
- Wellness Benefits
- Paid Time Away Benefits
- And more!
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
High school or GED
