Call Center Representative

New Oakland Family Centers•Southfield, MI

6d•Onsite

About The Position

The Call Center Representative plays a crucial role in ensuring seamless access to New Oakland Family Center’s services by professionally responding to all incoming inquiries and requests. The representative must prioritize excellent customer service and demonstrate adaptability to varying call volumes. Effective communication and adherence to organizational protocols are essential to delivering a high-quality experience for consumers and staff.

Requirements

High school diploma or equivalent required.
Strong communication and coordination skills, with the ability to work effectively with diverse populations.
Ability to work in a fast-paced environment while maintaining professionalism and customer service focus.

Nice To Haves

Proficiency in data entry and electronic medical records (EMR) systems preferred.

Responsibilities

Assist with scheduling and rescheduling all routine and non-routine medical services for all New Oakland locations.
Promptly and professionally answer calls, complete phone intakes, and handle medical service requests and inquiries, including verifying and rescheduling appointments and initiating treatments.
Verify Medicaid insurance and assists with other billing matters when required.
Communicate clearly and professionally with consumers and staff, providing pre-visit instructions, directions, and relaying provider instructions.
Demonstrate flexibility in providing call center coverage through scheduling adjustments for absences, events, or call volume changes.
Assist with completing and overseeing data entry into tri-county dispatch system.
Assist with providing coordination between emergency departments, inpatient hospitals, schools, families, therapists, and NOFC ICS services.
Process medication refill requests accurately and efficiently, ensuring timely response to consumer and pharmacy inquiries.
Manage prior authorization requests by gathering necessary information, coordinating with providers, and following up to ensure approval.
Participate in team meetings, support a collaborative environment, and provide flexible coverage.
Maintain a positive, adaptable attitude, embrace learning opportunities, and implement feedback for professional growth.
Stay current with professional training requirements.
Perform other duties as assigned to support clinic operations.