Clinical Call Center Representative Urology (Medical Assistant)
About The Position
The Clinical Call Center Representative is responsible for providing exceptional customer service and support as the first point of contact for callers. The role involves efficient customer relationship management, scheduling patient appointments, managing patient inquiries, and facilitating communication between patients and healthcare staff. The representative is expected to demonstrate strong interpersonal skills, empathy, and the ability to work effectively in a high-stress environment. Employees are expected to role model Brown University Health’s values of Compassion, Accountability, Respect, and Excellence in interactions with patients, customers, and colleagues. The position also includes other duties assigned within the scope of a call center representative.
Requirements
- High school diploma or GED.
- Knowledge of medical terminology.
- Knowledge of common safety hazards and precautions necessary to maintain a safe work environment.
- Ability to communicate appropriately and effectively.
- Ability to represent the organization and serve customers professionally.
- Ability to establish and maintain effective, professional working relationships with patients, physicians, supervisors, and peers.
Nice To Haves
- Graduation from a Medical Assistant Program; certification preferred.
- Previous call center experience preferred.
Responsibilities
- Receive and respond to a high volume of customer inquiries through phone, email, or other communication channels.
- Provide accurate and relevant information regarding medical products, services, billing, and technical support.
- Maintain patient records and update them accurately in the EMR system.
- Elicit and record patient information and inquiries according to established protocols.
- Provide information about healthcare services, confirm insurance details, and route calls to appropriate healthcare staff.
- Resolve customer complaints and concerns in a timely and professional manner.
- Collaborate with team members to address complex customer inquiries, as appropriate.
- Stay updated on product information, medical terminology, and industry regulations.
- Advocate for callers to ensure their needs are met and promote an optimal patient experience.
- Perform other job duties as assigned within the scope of a call center representative.
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What This Job Offers
Job Type
Full-time
Education Level
High school or GED
