Zufall Health is hiring: Call Center Representative I in Dover

Overview

Call Center Representative I at Zufall Health

Location: Dover, NJ (and surrounding areas as applicable)

Responsibilities

• Consistently adhere to departmental policies and procedures and comply with rules and regulations as required by Zufall Health, HIPAA, NJ state ambulatory regulations, Medicare and Medicaid, and other legal requirements.
• Conduct all aspects of the job in a professional and ethical manner.
• Work as a team with minimal supervision and use available resources for problem resolution.
• Maintain a high level of confidentiality.
• Collaborate with team members to ensure optimal outcomes of care and service.
• Use departmental resources prudently and appropriately.
• Communicate in a manner that fosters a positive image of Zufall Health Center and uphold its values.
• Communicate clearly both verbally and in writing; identify and resolve work-related issues appropriately.
• Keep Manager/Supervisor informed of work-related issues.
• Perform any additional duties as determined by Manager/Supervisor.

Specific Duties

Interaction with Patients

• Answer telephone calls promptly and manage a high volume of inbound calls.
• Greet callers in a helpful manner and assist patients with scheduling appointments.
• Respond to inquiries from callers or text messages and provide the best information available.
• Engage in active listening, confirm or clarify information, and diffuse anger as needed.
• Remind patients of items needed for their visit.
• Communicate with medical staff regarding patients’ visits/concerns.
• Identify and escalate issues to Manager/Supervisor; route calls to appropriate sources.
• Document all call information according to standard operating procedures; follow up on voicemails when necessary.
• Maintain neat personal and surrounding public areas; present a professional appearance in business casual attire.

Communication

• Maintain patients’ confidentiality in compliance with HIPAA and applicable regulations.
• Answer inquiries regarding regulations and services via telephone or text; refer to the appropriate person or department as needed.
• Read, write, speak, understand, and communicate in English and Spanish sufficiently to perform the duties of this position.

Qualifications

Knowledge, Skills and Abilities

• Knowledge of computer software such as Microsoft Office and Outlook; ability to navigate multiple screens and call center software; willingness to learn new systems.
• Excellent customer service skills.
• Ability to work with minimal supervision and in a team environment.
• Adaptability to changing workflows and insurance rules; ability to follow verbal and written instructions.
• Ability to manage multiple projects, meet deadlines, and work under pressure in a fast-paced environment.
• Strong attention to detail; bilingual in English and Spanish is required (spoken and written English and spoken Spanish).

Education, Training, and Experience

• High school diploma required; college credits or additional medical/insurance education preferred.
• Minimum 1 year of experience in customer service or a call center.
• Experience in a clinical/ambulatory care setting preferred.

Note: This role is the Call Center Representative I level. Advancement to Call Center Representative II follows completion of the required exam and training process, with opportunities and conditions described by management.