Responsibilities
- Handle 60-80 inbound calls per day, addressing patient inquiries and concerns promptly and courteously.
- Ensure calls are answered within 5 minutes to maintain high service standards.
- Collect and maintain accurate patient demographics and insurance information, ensuring compliance with privacy regulations.
- Establish new patient records and verify insurance details as required.
- Engage in meaningful conversations with patients, responding appropriately to their questions and building rapport.
- Provide exceptional customer service by assisting patients with any challenges they encounter, escalating issues to management when necessary.
- Schedule callbacks and manage appointments using computer systems and scheduling software.
- Address basic billing questions and assist patients in resolving issues, ensuring a clear understanding of their concerns.
Qualifications
- Proficiency in computer systems and scheduling software.
- Clear and coherent in both written and verbal communication with the ability to convey information professionally.
- Good listening skills, with the ability to ask clarifying questions and acknowledge the caller’s concerns.
- Strong interpersonal skills with ability to engage in meaningful conversations and build rapport.
- Detail-oriented with high accuracy in data entry and record-keeping.
- Ability to multitask and prioritize tasks effectively in a fast-paced environment.
- Ability to engage in meaningful conversations and build rapport with patients and colleagues.
Screening Criteria
- High school diploma or an equivalent combination of education and related work experience.
- At least one (1) to three (3) years of experience in a call center or customer service role, preferably in a healthcare setting.
- Must have a stable employment history.
