Contact Center Representative I

Summary:

Responsible for the scheduling of new patients for our affiliated pain clinics and surgery centers. We are looking for someone who is upbeat and able to portray their energy over the phone. A typical day will consist of answering and scheduling inbound calls of prospective new patients, making outbound phone calls to inbound leads to educate them on possible treatments, and helping track the effectiveness of new marketing initiatives. It is important to note that these are not cold calls, these are our leads from people who have requested additional information or to be scheduled

Essential Duties and Responsibilities:

• Responds to patients via telephone by assessing needs and answering general questions regarding treatment options.

• Registers and schedules new patients; send appropriate patient materials prior to initial appointment.

• Makes appropriate scheduling changes, canceling, rescheduling, and confirming appointments.

• Provides excellent and timely customer service.

• Maintains operations by following policies and procedures.

• Optimizes our marketing strategies by being a creative thinker.

• Performs other related duties as assigned.

Education & Experience:

• High school diploma or GED required.

• At least one year of customer interaction or customer support experience strongly preferred, either by phone or face-to-face.

• Previous employment in a healthcare facility and call center experience preferred.

Required Skills & Abilities:

• Excellent verbal and written communication skills.

• Excellent interpersonal and customer service skills.

• Proficient in Microsoft Office Suite or related software.

• Excellent organizational skills and attention to detail.

• Service-oriented and able to resolve customer grievances.

• Proficient computer skills with the ability to learn new software.

• Knowledge of all confidentiality requirements regarding patients and strict maintenance of proper confidentiality on all such information.

• Knowledge of medical terminology and spelling and office ethics.

Physical Demands:

• Required to sit for long periods.

• Must be able to communicate with or without reasonable accommodations – speak and hear.

• Able to use both hands to finger, handle, or feel, and reach with hands and arms.

• Frequently lift and/or move up to 10 pounds and occasionally lift and/or move up to 25 pounds.

• Specific vision abilities required by this job include close vision, depth perception and ability to adjust focus.

An Equal Opportunity Employer

We do not discriminate based on race, color, religion, national origin, sex, age, disability, genetic information, or any other status protected by law or regulation. It is our intention that all qualified applicants are given equal opportunity and that selection decisions be based on job-related factors.