PATIENT SERVICE REP-CALL CENTER I

Patient Service Rep-Call Center

Under the direction of the Manager of Call Center, the Patient Service Rep-Call Center is responsible for performing customer service functions, from responding to a high volume of inbound calls, scheduling appointments, pre-registering, handling issues/complaints, responding to questions, or directing patients to the appropriate area. This role may also assist the Manager of Call Center with training new staff and mentoring peers.

Education/Certifications/Licenses/Registrations

At least 1 year of experience in a call center preferred.

At least 2 years customer service experience required OR Medical Assistant Certification/Medical Terminology course required.

High School diploma or GED equivalent preferred.

Medical Assistant Certification or Medical Terminology course preferred.

Experience/Specialized skills (including Language)

Ability to multi-task, be flexible, ensure accuracy, and meet changing priorities in a fast-paced, high-workload environment.

Bilingual English/Spanish required.

Intermediate computer literacy (i.e., use system to manage and schedule appointments, access electronic medical record information).

Intermediate written and verbal communication skills.

Knowledge of medical terminology and front office procedures preferred.

Job Roles

Answers telephone and assists patients by providing information or directing them to the appropriate area, in a pleasant and professional manner.

Assists patients in scheduling, rescheduling, or canceling appointments and documenting the reason for the visit.

Enters patient data into computer system accurately and schedules appointments correctly by following the provided appointment guidelines.

Performs other duties as assigned.

Reports any unusual circumstances or phone call issues to the Manager of Call Center while following procedures outlined in training guides, memos, and other FHCSD documents.

Responsible for attending and putting into practice all staff training activities related to appointment scheduling.

The salary range for this position is:

$25.00 - $29.12

FHCSD provides Equal Employment Opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, transfer, leave of absence, compensation, and training.