Job Description
Job Title: Healthcare Call Center Representative
Position Purpose:
The Contact Center Representative at OC Urology is a pivotal figure dedicated to delivering exceptional customer service. This role, focuses on efficiently scheduling medical appointments, answering patient inquiries, directing calls, and facilitating effective communication. In addition to playing a central role in the organization's Contact Center, representatives serve as key liaisons between OC Urology and its patients, collaborating seamlessly with clerical services staff to support direct patient services. Their flexible and proactive "can-do" approach underscores their significance as the primary point of contact for patients, embodying the face and voice of OC Urology.
Core Duties and responsibilities, include but are not limited to:
· Efficiently handle a high volume of incoming calls in a timely manner.
· Exhibit exceptional customer service skills.
· Validate and update patient demographics, including insurance information, as needed.
· Confirm patient appointments in accordance with the appointment policy.
· Contact and reschedule appointments for no-shows as required.
· Schedule, reschedule, and follow up on appointments across all service lines, as assigned.
· Set alerts for required information in the EHR.
· Demonstrate the ability to prioritize and complete multiple tasks promptly.
· Document information in a professional manner.
· Educate patients on office scheduling rules, no-show policies, and rescheduling procedures.
· Reconcile the daily schedule.
· Uphold patients' rights by maintaining the confidentiality of personal and financial information.
· Adhere to compliance rules and regulations to prevent fraud and abuse.
· Collaborate with OC Urology’s staff in other departments.
· Perform additional duties as assigned by the supervisor or manager.
Education and Training:
· Bilingual: Spanish (Required)
Qualifications, Skills, and Experience:
· High School Diploma or equivalent (GED) required.
· Minimum 2 years of experience as Appointment Coordinator in healthcare.
· Bilingual: Spanish (Required)
· Must be able to multitask in an extremely fast-paced environment
· Have good computer skills along with attention to detail, be a confident and professional communicator and be responsive to internal and external customer needs in a personable manner.
· Knowledgeable of an electronic health record (EHR) system
OC Urology is proud to be an equal opportunity employer. OC Urology does not discriminate based on race, color, creed, sex, sexual orientation, gender identity or expression, age, religion, national origin, disability, ancestry, marital status, veteran status, medical condition, or any protected category prohibited by local, state or federal laws.
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