Call Center Representative

SUMMARY: The Call Center Representative serves as a key point of contact for patients, clinical staff, and the public, delivering exceptional customer service in a fast-paced call center environment. This role is responsible for accurately scheduling patient appointments, performing efficient data entry, and managing a high volume of incoming calls. Representatives also assist in directing callers to the appropriate departments or personnel as needed.

SPECIFIC DUTIES AND RESPONSIBILITIES: All duties are subject to accommodation in accordance with the Americans with Disabilities Act (ADA)

• Responsible for scheduling appointments across five clinical departments.
• Provide support in addressing the reason for each patient’s call, ensuring accurate screening and appropriate service coordination.
• Identify patients’ needs, clarify information, and offer appropriate solutions in accordance with established policies and procedures.
• Operate a multi-line telephone system to answer, screen, and direct calls efficiently, using appropriate systems and communication protocols.
• Accurately gather, verify, and input patient demographic information into the system.
• Answer all calls in a courteous and professional manner, maintaining a high standard of customer service.
• Meet departmental goals and performance objectives consistently.
• Promptly report any issues or concerns to the manager or, in their absence, to the designated officer.
• Perform all other related duties assigned by leadership.