Description
Call Center Service Associate
Work Environment:
Call Center, setting up new appointments for members at one of 26 clinics in the CO region.
6-8 hour shifts between 7am and 6pm Monday thru Friday
Paid training for first 2-3 weeks.
Description:
Receives incoming phone calls from patients, records appointment information, transfers calls to appropriate personnel/departments according to protocol, and otherwise facilitates scheduling appointments for medical services.
Makes members/patients and their needs a primary focus of one's actions; develops and sustains productive member/patient relationships.
Uses regional guidelines and protocols to try and meet member's needs the first time they contact us.
Actively seeks information to understand member/patient circumstances, problems, expectations, and needs.
Builds rapport and cooperative relationship with members/patients.
Considers how actions or plans will affect members; responds quickly to meet member/patient needs and resolves problems. Determines available appointment times; obtains and records patients' identification and appointment information on automated scheduling system.
Cancels and verifies appointments at the request of patients.
Answers inquires and provides information regarding appointment services and procedures; refers other inquires to appropriate personnel.
Messages information or transfers calls to appropriate personnel if patient requests advice, an urgent appointment or according to protocol; schedules follow-up appointments as necessary.
Provides directions to patients in order to get to facilities.
Requirements:
Min. 1 year of Customer Service Experience
Min 6 months in call center
High school education
Familiarity with personal computers and Mainframe computers and their applications
Demonstrated customer service skills
Demonstrated Customer focus abilities
Medical terminology: Successful completion of basic medical terminology course or experience using medical terminology
Strong communication skills
Great problem solving skills
Working knowledge of computer and keyboards
Ability to multi-task in a fast-paced environment
Ability to adapt to frequent process flow changes.
Empathy, Confidence, Team player, reliability, stability, trustworthy
ESSENTIAL RESPONSIBILITIES:
Must be familiar with and able to recall or reference regional booking guidelines (200+ pages), in order to correctly book members appointments.
Ability to use guideline to identify high risk calls that need immediate medical attention. Must be able to adapt to new information on a daily basis as events arise that change booking procedures.
Receives patients' appointment requests; ascertains type of appointment needed, by asking pertinent questions, medical provider and time preference; refers patients' appointment requests to other medical office locations as necessary.
Determines available appointment times; obtains and records patients' identification and appointment information on automated scheduling system.
Cancels and verifies appointments at the request of patients.
Books approved in office procedures per scheduling guidelines.
Answers inquires and provides information regarding appointment services and procedures; refers other inquires to appropriate personnel.
Messages information or transfers calls to appropriate personnel if patient requests advice, an urgent appointment or according to protocol; schedules follow-up appointments as necessary.
Retrieves messages per protocol from appropriate sources (patient care or clinic). Communicates approved messages, test results, and patient care information per guidelines.
Provides directions to patients in order to get to facilities; provides information about our division to members; and gives instructions to members per protocol.
Maintains confidentiality and integrity of all computer data, appointment data and information concerning departmental functions.
Performs other duties as assigned.
Position requires working closely with others; with constant noise and interruptions.