CALL CENTER SPECIALIST

Essential Job Duties

• Comply with all administrative, clinical, Human Resources, and departmental policies and procedures.
• Actively support the mission, goals, and service standards of Capital Medical Group.
• Receive and respond to patient calls in a timely and professional manner.
• Handle patient requests for multiple medical practices while following established workflows and protocols.
• Schedule appointments and procedures according to established scheduling guidelines and decision-tree workflows.
• Complete new patient registration and update patient demographic and insurance information.
• Verify insurance eligibility and provide patients with information regarding financial responsibility, as appropriate.
• Enter and maintain patient information accurately in Epic.
• Route calls, messages, and patient requests to the appropriate administrative or clinical department.
• Provide accurate scheduling and service information to patients and other callers.
• Promote patient access tools and online services, including MyChart.
• Maintain patient confidentiality and comply with HIPAA requirements.
• Work effectively with patients, families, providers, clinical staff, and other departments.
• Support departmental and workflow changes as needed.
• Meet departmental expectations for quality, productivity, attendance, and customer service.
• Perform other duties as assigned.

Qualifications

Education: High school diploma or equivalent required.

Experience: Healthcare customer service, inbound call center, and/or scheduling experience preferred. Experience in a medical office, healthcare Contact Center, or other patient-facing healthcare environment is preferred.

Knowledge, Skills & Abilities

• Excellent customer service and communication skills.
• Ability to multitask and work effectively in a high-volume Contact Center environment.
• Knowledge of healthcare scheduling, registration, insurance, and physician specialties preferred.
• Ability to follow established scheduling guidelines, decision trees, and appointment protocols.
• Knowledge of computers, telephone systems, electronic health records, and other department-specific applications.
• Strong and accurate data-entry skills.

Physical Requirements

• Ability to sit for extended periods while performing Contact Center duties.
• Ability to hear and speak clearly over the telephone for extended periods.
• Ability to use office equipment including computers, telephone systems, headsets, copiers, and other department-specific electronic applications.
• Ability to perform repetitive keyboard and computer functions throughout the workday.
• Ability to communicate clearly and professionally with patients, families, providers, and staff.