Call Center Representative

This is a fully remote position, open to applicants in Colombia.

📋 Description

• Utilize exceptional customer service skills to respond to incoming calls, offering assistance to patients, referring physician offices, and various patient support agencies in a friendly, efficient, and organized manner.

• Follow Call Center standard operating procedures and protocols to register new patients, update demographic information, and schedule, reschedule, cancel, and confirm appointments.

• Confirm patient insurance details.

• Adhere to SGMF messaging policies by accurately inputting patient telephone messages into the system and electronically directing them to the appropriate team in Epic, the Electronic Health Record (eHR).

• Maintain regular communication with internal staff to fulfill patient needs.

• Uphold professionalism, courtesy, and confidentiality at all times.

• This role necessitates the capacity to consistently manage a high volume of phone calls each day.

• Collaborate with team members to meet Call Center and organizational objectives, ensuring quality patient service.

⛳️ Requirements

• Applicants must possess a minimum of 1 year of direct customer service experience, ideally within a medical setting.

• Prior experience working with computers in a Windows environment is essential, typically acquired through at least one (1) year of daily computer usage.

• Experience in a call center is preferred.

• At least six months of prior appointment scheduling experience is required.

• Understanding the qualities of excellent customer service is essential.

• Familiarity with effective communication and teamwork principles is necessary.

• Knowledge of medical terminology and health insurance guidelines is advantageous.

• Exceptional customer service skills with a strong sensitivity to patient rights and confidentiality.

• Excellent listening abilities.

• Proficiency in reading, writing, and verbally communicating in English with good spelling and grammar.

• Capability to maintain outstanding customer service and composure while managing repetitive calls throughout the day.

• Ability to handle challenging phone interactions while delivering exceptional customer service.

• Competence to thrive in a dynamic, fast-paced environment with sound decision-making skills.

• A positive attitude and strong team player mentality are crucial.

• Ability to perform multiple tasks with a high degree of accuracy and ensure effective communication.

• Willingness to learn and efficiently utilize the electronic health record system, Epic.

🏝️ Benefits

• 401(k)

• Flexible schedule

• Paid time off