Call Center Representative

The Care Call Center Agent will appropriately gather information from patients to schedule appointments, process referrals, and take basic clinical information. This position will also perform other duties as required by the manager regarding appointment reminder calls, pre-visit planning, and rescheduling appointments as required.

Responsibilities:

• Answer patient telephone calls coming into the Call Center using defined protocols and obtain necessary and required information from the patient to process the call
• Call Center Agents will determine the patient’s primary reason for calling:
• If the patient requires an appointment, every effort is made for the patient to be seen that same day if possible, for an acute medical issue.
• If not able to be seen same day due to patient preference or due to provider limitations, every effort is made to have the patient seen as soon as possible by another MD or advanced practitioner in the practice
• In the case of an extenuating circumstance or if the patient is traveling and cannot come into the office setting, that patient’s interaction would be forwarded directly to the primary care office for further triage
• If the provider, associated advanced practitioner, or other coverage for the practice that the primary care provider is associated with are not able to accommodate the patient, other practice locations will be offered in order to have the patient gain access to care
• Have knowledge of each practice and providers schedule and scheduling preferences
• Responsible for timely, efficient, and accurate documentation in the electronic medical record
• Interact with Practice staff and providers to communicate and work cooperatively regarding patient care and coordination
• Provide patients with World Class service
• Act professionally and treat patients, co-workers, and leadership with respect always
• Maintains a positive work environment
• Other duties as assigned

Qualifications:

• Education: High school diploma or equivalent, Associate degree preferred
• Experience: Call Center experience in a health care setting preferred
• Software/Hardware: Eclinical Works experience preferred
• Knowledge of health care and or related products, medical terminology, insurance products, and coordination of benefits
• Ability to evaluate situations and escalate issues appropriately
• Ability to bring tasks to completion in a manner satisfactory to all
• Ability to communicate with others effectively in a concise manner, to bring issues effectively to a resolution
• Ability to multitask, and ability to follow through with our patients
• Experience with Excel, Word and Outlook preferred
• Organizational, time management skills
• Ability to think globally about the patient experience
• Effective verbal, interpersonal and written communication skills. Creative, flexible, and self-motivated
• Ability to relate positively with patients

Job Type: Full-time

Benefits:

• 401(k)
• Health insurance
• Life insurance
• Paid time off

Schedule:

• 8 hour shift
• Monday to Friday

Ability to commute/relocate:

• Midland, TX 79701: Reliably commute or planning to relocate before starting work (Required)

Education:

• High school or equivalent (Preferred)

Experience:

• Customer Support & Client Services Occupations: 2 years (Required)

Work Location: One location