Call Center Associate II

: Description:

SUMMARY:

The Call Center Associate II answers incoming calls from patients and referring doctors, as well as makes outbound calls for promotional and compliance purposes. The main responsibility is to get patients appointments scheduled efficiently and accurately and to outreach to members and potential members regarding benefits and services.

ESSENTIAL FUNCTIONS:

To perform this job successfully, an individual must be able to perform each essential function satisfactorily with or without accommodation. The requirements listed below are representative, but not all inclusive, of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential job functions.

• Serves as the first point of contact for new patients and referring doctors needing to schedule and reschedule appointments.
• Supports outbound call campaigns which include, but are not limited to, Recall, Five Star, Referral and Billing.
• Resolves caller needs including addressing complaints, providing direction, connecting patients with the clinics or doctors, etc.
• Meets the established call center associate metrics for quality, schedule adherence, hold times, call completion, productivity, and caller satisfaction.
• Maintains an appropriate professional appearance and demeanor in accordance with Company policies.
• Keeps commitments and keep direct supervisor informed of work progress, timetables, and issues.
• Maintains strict compliance with State, Federal and other regulations (e.g., OSHA, WC, HIPAA, ADA, FEHA, DOL, HR policies and practices).
• Other duties as assigned by management.

Requirements:

QUALIFICATIONS:

REQUIRED: High School education, GED or equivalent. 6 months' of prior customer service experience.

DESIRABLE: Spanish speaking preferred. Medical experience preferred.

CERTIFICATES/LICENSES/REGISTRATIONS:

• N/A

KNOWLEDGE/SKILLS/ABILITIES/TALENTS:

• Ability to be courteous to fellow co-workers in person/over the phone.
• Ability to have patience and empathy on the phone while speaking to patients.
• Ability to respond to common inquiries from customers, staff, vendors, or other members of the community.
• Ability to draw valid conclusions, apply sound judgment in making decisions, and to make decisions under pressure.
• Ability to interpret and apply policies and procedures.
• Must address others professionally and respectfully by actions, words, and deeds.
• Detail oriented, organized, process focused, problem solver, self-motivated, proactive, customer service focused.
• Ability to multitask effectively and work in a fast paced and sometimes ambiguous environment, without compromising quality of work.
• Ability to prioritize tasks and projects with limited direction, while understanding and contributing to the success of the clinic.
• Ability to identify and escalate issues appropriately and professionally.
• Ability to effectively make outbound calls with thorough and accurate documentation.

WORK ENVIRONMENT:

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job.

• This is primarily an office classification. Temperature conditions are controlled with limited direct exposure to hazardous physical substances. The noise level in the work environment is usually low to moderate.
• While performing the duties of this job, the employee is regularly required to sit, stand, walk, handle, or feel, reach with hands and arms, see, talk and hear. The employee will frequently lift and/or carry reports, records and other materials that typically weigh less than 20 pounds. The employee is occasionally required to stoop, kneel, bend, or crouch.
• Finger dexterity is needed to access, enter, and retrieve data using a computer keyboard, calculator, and other standard office equipment.

All of the information contained herein reflect general details as necessary to describe the principal functions of this classification, the level of knowledge and skill typically required and the scope of responsibility, but should not be considered an all-inclusive listing of work requirements. Management reserves the rights to add, modify, change, or rescind the duties and/or work assignments of all positions, without advanced notice, and to make reasonable accommodations so that qualified employees can perform the essential functions of the job.

Notwithstanding any of the foregoing described job responsibilities, employee shall not engage in activities that constitute the practice of ophthalmology as prohibited under applicable law. Employee shall neither exercise control over nor interfere with the clinician-patient relationship. Clinicians shall have sole responsibility for all professional services provided to patients.

I ACKNOWLEDGE THAT I HAVE READ AND UNDERSTAND THIS AND THAT I HAVE BEEN GIVEN AN APPROPRIATE ORIENTATION, AND THAT I AM QUALIFIED, CAPABLE OF AND PREPARED TO FULFILL THE DUTIES AS ASSIGNED.

Employee Name: Date:

Employee Signature: