Contact Center Representative

Summary/Objective
The Contact Center Representative assists patients who contact our contact center and provide service using the appropriate resources, tools, and established guidelines. In addition, make outbound calls to respond to the customer inquiry and/or received via internet, email, or a written inquiry.

Essential Functions
Reasonable accommodations may be made to enable individuals with disabilities to perform the
essential functions.
• Operate a multi-line phone system
• Able to communicate to patients in a discreet and confidential manner over the phone
• Answer incoming calls, greeting callers, providing information & directions, transferring calls
and/or taking messages as necessary
• Scheduling/Rescheduling of multi-physician appointments in a fast-paced environment
• Route emergency calls appropriately
• Relay and route written and verbal messages
• Communicate well with outside vendors such as medical offices, attorneys, and hospitals
• Ability to be resourceful and proactive in dealing with issues that may arise
• Knowledge of insurances

• Ability to organize, multitask, prioritize, and work under pressure
• Handles patient concerns and complaints and forwards to supervisor when appropriate
• Assist with incoming referrals
• Perform other clerical duties such as faxing and filing
• Maintain compliance with all company policies and procedures.
• Other duties as assigned.

Competencies
1. Orthopaedic/general medical terminology
2. Computer proficiency
3. Telephone switchboard proficiency
4. Professional demeanor
5. Respect and follow physician/patient etiquette
6. Work under pressure with a positive attitude
7. Excellent verbal communication skills

Work Environment

This job operates in a professional office environment. This role routinely uses standard office equipment such as computers, phones, photocopiers, filing cabinets and fax machines.

Physical Demands

While performing the duties of this job, the physical activity is intended to describe the general nature and level of work being performed by individuals assigned to this position. The employee frequently is required to sit; stand; walk; use hands to finger, handle or feel; and reach with hands and arms.

Position Type and Expected Hours of Work

This is a full-time position. Days and hours of work are Monday through Thursday, 8:00 a.m. to 5 p.m., Fridays from 8:00 a.m. to 2:00 p.m.

Travel

No travel is expected for this position.

Education and Experience
1. High School Diploma or equivalent
2. Minimum of 1-year healthcare experience.
3. Minimum of 1-year experience in customer service.

Other Duties
Please note this job description is not designed to cover or contain a comprehensive listing of
activities, duties or responsibilities that are required of the employee for this job. Duties,
responsibilities, and activities may change at any time with or without
notice.