Call Center Representative

CALL CENTER REPRESENTATIVE

** FLSA: *NON-EXEMPT * **

Duties/Responsibilities:

• • Respond to patient inquiries via phone and digital platforms. *
• • Resolve issues effectively and ensure a positive experience with each interaction. *
• • Schedule appointments across all departments and accurately document patient messages in the appropriate systems. *
• • Prioritize message urgency and route calls or requests to the appropriate department or staff member. *
• • Resolve routine and complex patient issues independently when possible, escalating to supervisors when necessary. *
• • Maintain accurate and up-to-date patient records in the electronic health record (EHR) system. *
• • Ensure full compliance with HIPAA regulations when handling patient information. *
• • Follow all training protocols and operational guidelines to ensure consistent, high-quality service. *
• • Participate in virtual and in-person team meetings, training sessions, and performance reviews as required. *
• • Support department and clinic operations by performing additional tasks as needed to enhance patient care. *
• • Provide feedback to supervisors on customer concerns, recurring issues, or process bottlenecks for improvement. *
• • Perform additional tasks as needed to support the centers. *

Required Skills/Abilities:

• • Excellent verbal and written communication skills. *
• • Excellent interpersonal and customer service skills. *
• • Excellent organizational skills and attention to detail. *
• • Exhibit strong organizational and time management abilities, with a focus on meeting deadlines and managing multiple tasks efficiently. *
• • Thrive in a fast-paced, high-volume, and occasionally stressful environment while maintaining professionalism and empathy. *
• • Operate standard office equipment and maintain proficiency in Microsoft Office, Electronic Medical Records (EMR), and other relevant software platforms. *

Education and Experience:

• • High School diploma or equivalent is required. *
• • At least two years related experience is preferred. *

Physical Requirements:

• • Prolonged periods of sitting at a desk and working on a computer. *
• • Must be able to lift up to 15 pounds at times. *
• • Must be able to travel to various center locations as required. *