SUMMARY:Perform various functions in a heavy telephone call environment. Receive inbound calls and be able to politely assist customer requests. Ensure patients' inquiries are adequately answered to their satisfaction such as determining requirements; answering inquiries; resolving problems; fulfilling requests; maintaining database; determining insurance and referral requirements. Must be able to use a switchboard or directory, manage multiple telephone lines at one time, and perform other clerical duties. PRINCIPAL DUTIES AND RESPONSIBILITIES:
- Answer incoming calls and route them to the appropriate department.
- Take appropriate action for each call.
- Accurately register patients and schedule appointments following established schedule templates.
- Manage large amounts of inbound and outbound calls in a timely manner.
- Follow call center scripts when handling different topics.
- Resolve problems by clarifying issues; researching and exploring answers and alternative solutions; implementing solutions; escalating unresolved problems.
- Maintain proper record of all interactions with customers on the call center database.
- Serve as a central link of communication between patients, medical staff and the general public.
- Operate computer and IT equipment such as switchboards, headset etc.
- Keeps equipment operational by following established procedures; reporting malfunctions.
BASIC KNOWLEDGE:
- High school diploma or GED.
- Knowledge of medical office procedures and terminology and medical insurance policies, procedures and requirements.
- Proficient in relevant computer applications.
- Knowledge of customer service practices and principles.
- Excellent data entry and typing skills.
- Superior listening, verbal, and written communication skills.
- Ability to handle stressful situation appropriately.
- Ability to speak clearly and concisely.
- Ability to read, understand and follow oral and written instructions given in English.
- Ability to sort and file by alphabetic or numeric systems.
- Ability to establish and maintain effective working relationships with customers (patients, physicians, coworkers, supervisor, etc.).
EXPERIENCE:Prefer a minimum of one-three years in a call center environment.EOE/F/M/Vet/DisabledBrown Dermatology requires employees to be vaccinated against COVID as a condition of employment, subject to accommodation for medical exemptions.