CONTACT CENTER REPRESENTATIVE

The Brevard Health Alliance Inc• West Melbourne, FL, US, FL

8d•Onsite

About The Position

To provide superior quality, competitive value, and outstanding service by providing exceptional administrative support to front office staff. The Contact Center Representative ensures that patients receive excellent customer service support and direction when they phone into all clinics. This includes supporting patients with substance use disorders.

Requirements

High School Diploma or General Equivalency/Educational Diploma (GED)
1-year experience in customer service
Customer service and/or medical front office experience
Phone experience a plus
Interpersonal and communication and organizational skills
Knowledge of Medical Terminology and Appointment Types
Ability to multi-task
Ability to read and write at high school level
Ability to use and operate computer, copy machine, typewriter, and fax machine
Ability to speak and understand at least the English language to effectively communicate with our patient population
Ability to work well in a team environment, remain motivated, is self-directed, and demonstrates initiative

Nice To Haves

Previous experience in a medical office or healthcare environment preferred

Responsibilities

Answer telephone promptly and in a polite and professional manner
Answer calls from patients, determine nature and purpose of phone call, and re-direct the caller to the appropriate departments or takes messages when necessary
Provides information about establishment such as location of departments or offices or services provided
Schedule appointments, review appointment date, time, location, and provider name with caller. Make calls to reschedule appointments when necessary
Resolves phone complaints from customers and public and directs them to patient satisfaction surveys
Obtain and enter accurate demographic and insurance information into EMR
Inform caller of items to bring to appointment (including insurance card, medications, office visit fee, and verification of income - if applicable)
Remind caller to arrive 15 to 30 minutes before scheduled appointment to complete paperwork
Serves as back up-front office support and performs Patient Service Representative duties as permitted based on call volume
Perform other related duties as assigned
Takes ownership and represents Brevard Health Alliance’s mission and organizational goals established by the executive committee. These include, but are not limited to: Productivity, Quality, Patient Satisfaction, and Employee Retention. It is the duty of each BHA employee to incorporate these goals into all daily work routines and strive to achieve and surpass all goals by working as a team. The mission and goals of BHA will be incorporated into each associate’s Key Performance Indicators and will be evaluated on a monthly and quarterly basis.