OUTBOUND CALL CENTER REPRESENTATIVE

Nevada Health Centers I•Las Vegas, NV

12h

About The Position

The Outbound Call Center Representative supports the outreach and scheduling of current or potential patients through outbound calling. Our goal is improving new patient access to initial and continuous primary care.

Requirements

High school diploma or general education degree (GED)
6 months experience in a customer service role
Strong communication skills including written and verbal communication
Strong time management skills, maximizing productivity hours
Ability to manage high call volumes and meet productivity standards

Nice To Haves

English/Spanish fluency
2 years of call center experience preferred
Demonstrated proficiency with computer programs and data entry, experience with Electronic Health Records highly preferred
Basic understanding of healthcare delivery, insurance plans, eligibility, benefits, and clinical charting
Previous experience using a multi-line phone system
Strong customer engagement experience; sales or goal-based customer interactions
Ability to manage time effectively
Ability to read, write, and calculate mathematical figures
Ability to communicate via written and verbal communication
Ability to exercise good judgement in appraising situations and responding appropriately to underserved population groups.

Responsibilities

Provides exceptional customer service to both internal and external customers
Conducts high volume outbound calls to current and/or potential patients to advise NVHC services
Advise patients of recommended health screenings and preventative care services; encourage patients to schedule an appointment for recommended screenings and to establish primary care
Meet campaign objectives such as appointments set, outreach attempts, quality metrics, etc.
Schedules, reschedules, cancels, and confirms appointments accurately
Documents all outreach activities, patient interactions, and outcomes in the electronic health records (EHR) and applicable tracking systems
Answers general inquiries regarding clinic services and hours, informs patients about sliding fee programs and insurance eligibility
Identifies and escalates patient concerns, access barriers, workflow or customer service improvement opportunities.
Maintain consistent compliance with scripts, disclosures, verification steps and call flow standards
Follows all policies and procedures and appropriately report concerns and patient issues as well as procedures for personal requests.
Alerts for ways to improve customer service, improve patient flow
Maintains a positive, results-driven attitude in a fast-paced, metric-driven environment
Participates in training, team meetings and committees as requested