Description Position at Hartford Healthcare GoHealth Urgent Care At GoHealth Urgent Care, we place the needs of our patients first - by providing an effortless patient experience, a welcoming culture of care and seamless integration with market-leading health systems and our communities.The Call Center Representative is a remote role for candidate only in Connecticut. This role answers incoming calls from patients/customers, schedules appointments for all locations, answers inquiries and questions, handles complaints, troubleshoots problems and provides information for patients/customers.Essential job functions: Must be a Certified Medical Assistant
- Independently handle high volume phone lines incoming/outgoing calls and voicemails
- Handle customer inquiries both telephonically
- Research required information using available resources
- Manage and resolve customer complaints
- Provide service information
- Update existing patient information
- Identify and escalate priority issues
- Route calls to appropriate resource
- Follow up customer calls where necessary
- Document all call information according to standard procedures
- All other duties as assigned.
Note: this job description is not inclusive of all the duties of the position. You may be asked by leaders to perform other duties. Management reserves the right to revise this position description at any time. Additional skills / knowledge required:
- Proficient in EPIC medical records
- Previous use of Microsoft Teams
- Ability to type quickly, basic computer knowledge
- Proficient in Microsoft Word and Excel
- Detail oriented, able to rely on experience and judgment to perform a variety of tasks
- Exceptional written and verbal communication skills
- Able to interact and treat all persons with fairness, respect and sensitivity to cultural/social differences
- Experience with electronic medical records
- Required language proficiency
- Knowledge of administration and clerical processes
- Knowledge of call center telephony and technology
- Medical Assistant Certification required
- Experience in a call center or customer service environment