Job Summary:

A Call Center Representative is responsible for answering phone calls to the COVID Call Center or APS Service line Call Centers to meet the needs of patients regarding scheduling, updating/requesting pertinent information and act as a liaison in reporting any patient suggestions to management.

Responsibilities:

* Verifies and updates current patient information (demographic, financial, and clinical) in Cerner. * Schedules future appointments based on procedure type, time requirements, and provider schedules. * Answer incoming phone calls and make outbound phone calls, gathering information to route appropriately. * Utilize triage system for all patient care-related calls, in accordance with triage procedures. * Work with practice staff to communicate patient requests and questions escalating when necessary to practice leadership * Create correspondence with patients who failed to keep appointments in accordance with policy and provider request. * Provide patient test results when appropriate and under the direction of the medical staff. * Accepts and direct deliveries of medical/office supplies and mail. * Perform general office duties, such as document preparation, scanning, mailing, and filing. * Maintains a professional appearance and a clean, safe environment. * Respects patients by recognizing their rights; maintaining confidentiality. * Utilizes technology, including specialized software as applicable, to maximize productivity. * Develops and maintains electronic files as necessary. * Exhibits excellent interpersonal skills; provides customer service; assists other support staff as necessary; collaborates with all levels of internal leadership, management, and staff as well as outside clients, vendors, and other external parties. * Other duties as assigned.

Qualifications/Requirements:

Experience:

Minimum of one (1) year of call center and customer service experience preferred.

Education:

High school diploma or equivalent required. Associate degree from an accredited institution preferred.

Licenses / Certifications:

Other:

Bilingual (English/Spanish) candidates preferred, but not required. Proficiency in Microsoft Office (Outlook, Word, Excel, and PowerPoint). Special Requirements: