Call Center Representative - Inbound

Mid Atlantic Retina•Evesham, NJ

8d•Onsite

About The Position

Patient Care Liaisons work in a call center environment, handling incoming calls in a pleasant and calm manner. They answer patient inquiries, schedule, change, and cancel appointments, answer general questions, and handle patient complaints. The position requires regular and predictable on-site attendance, availability between 8:00 a.m. and 5:00 p.m. Monday through Friday, travel to other locations as needed, and overtime as needed. Spanish-speaking representatives are encouraged to apply. The position is eligible for a $1,000 hiring incentive for new hires only: $500 after successful completion of 90 days of employment and $500 after successful completion of one year of employment. The incentive is not available to agency hires, internal transfers, or re-hires. The role operates in a professional office and routinely uses standard office equipment. It is largely sedentary, though some filing and related physical activity may be required. The employee must communicate with patients and others in person, by telephone, and by email; listen and process information through a headset while entering data into a computer system; and operate equipment with manual dexterity and coordination.

Requirements

Must be available between 8:00 a.m. and 5:00 p.m., Monday through Friday.
Ability to communicate verbally in person, in groups, one-to-one, and over the telephone, and to communicate by email.
Ability to listen to verbal communication through a headset, process auditory information, enter data into a computer system, and respond verbally appropriately.
Ability to read with comprehension and estimate distance and time, including travel or wait times.
Ability to follow plans or instructions.
Ability to operate standard office equipment and use manual or finger dexterity, coordination, precision, and physical stamina.
Vision abilities including close, distance, color, and peripheral vision, depth perception, and ability to adjust focus.
Ability to lift files, bend, reach into open filing cabinets, and bend or stand on a stool as needed.

Nice To Haves

Spanish-speaking representatives are encouraged to apply.

Responsibilities

Handle inbound calls from internal and external customers.
Take patient inquiries and forward them to the appropriate office for a callback.
Obtain patient information and enter data into the scheduling system.
Use the patient reactivation system to call former patients and schedule appointments.
Evaluate patient issues to determine whether a callback or scheduling is appropriate.
Know the general insurance plans Mid Atlantic Retina participates in and identify where to find information or whom to contact about infrequently used insurance plans.
Provide correct insurance provider phone numbers by state, look up referrals in the Navinet system, and document appointments.
Respond appropriately to patient complaints or refer them to a supervisor as needed.
Travel to other locations as needed.
Work overtime as needed.
Maintain regular and predictable on-site attendance.