CALL CENTER REPRESENTATIVE I

The Call Center Representative I, will be responsible for assisting the team in answering and routing a high volume of calls a day to appropriate recipients. Additionally, they are responsible for assisting patients in scheduling appointments, screening, referring eligible patients to NEMS’ participating programs, and answering patients’ inquiries.

ESSENTIAL JOB FUNCTIONS:

• Answers and routes incoming calls, including the provider line, through Cisco telephone system to appropriate resources while adhering to NEMS’ telephone etiquette standards
• Manages large amounts of inbound and outbound calls in a timely manner
• Follows communication “scripts” when handling different topics
• Identifies patients’ needs, clarifies information as necessary, researches every issue, and provides solutions or alternatives
• Builds sustainable relationships and engages customers by going the extra mile
• Meets personal/team qualitative and quantitative targets
• Schedules appointments for patients for all NEMS clinics and various specialties and departments
• Conducts updates of demographic data for current and new patients
• Verifies/updates patient insurance and knows corresponding clinic insurance acceptance
• Submits PCP change request through EHR
• Informs and refers patients to NEMS services and programs
• Assists in outreach projects
• Enters new customer information into the system
• Follows-up on customer calls when necessary
• Checks and executes patient portal messages daily
• Occasional travel to other sites as needed
• Performs other job duties as required by manager/supervisor