Concero
We are looking for a dedicated and empathetic Inbound/Outbound Call Center Representative to join our Patient Services team. In this role, you will be responsible for making inbound/outbound calls to an existing patient list to schedule doctor appointments. The ideal candidate will have excellent communication skills, a compassionate approach to patient interactions, and the ability to manage a high volume of calls efficiently.
Key Responsibilities
Outbound Calling: Make a minimum of 25 outbound calls per hour to existing patients to schedule doctor appointments.
Inbound: Take high volume incoming calls from patients to assist in scheduling doctor appointments. Navigate through multiple applications to answer insurance and account questions.
Appointment Scheduling: Accurately book and confirm appointments based on patient availability and doctor schedules with a goal of setting a minimum of 125 appointments per month.
Patient Interaction: Engage with patients in a courteous and professional manner, addressing their questions or concerns and providing relevant information about their appointments.
Data Management: Update patient information, appointment details, and call outcomes in the company’s scheduling and CRM systems.
Documentation: Maintain accurate records of patient interactions and appointment status, ensuring all information is entered correctly and promptly.
Compliance: Adhere to privacy regulations and company policies regarding patient information and appointment scheduling.
Feedback and Improvement: Report any issues or patient feedback to the Call Center Manager to help improve processes and patient satisfaction.
Performance: Maintain and exceed company metrics for outbound and inbound calls and appointments set.
Qualifications
Experience: Previous experience in a call center or customer service role is preferred, particularly in a healthcare or insurance setting. Training will be provided.
Communication Skills: Strong verbal communication skills with a focus on clear, compassionate, and effective patient interaction.
Organizational Skills: Excellent organizational skills with the ability to manage multiple tasks and maintain a high level of productivity.
Technical Proficiency: Familiarity with scheduling software and CRM systems is a plus; proficiency in data entry and technical aptitude use required.
Attention to Detail: High attention to detail to ensure accuracy in scheduling and patient information.
Empathy: Ability to approach each call with empathy and professionalism, particularly when dealing with sensitive patient information.
Working Conditions
Schedule: Full‑time. Flexibility in scheduling may be required based on call volume and patient needs. Hours are Monday‑Friday between 8:30‑18:00. Occasional Saturdays may be required based on company needs.
Environment: Remote work environment.
Noise Requirements: Must be able to provide and maintain a quiet, distraction‑free workspace with zero background noise to ensure clear, professional‑quality inbound and outbound calls.
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Key Responsibilities
Outbound Calling: Make a minimum of 25 outbound calls per hour to existing patients to schedule doctor appointments.
Inbound: Take high volume incoming calls from patients to assist in scheduling doctor appointments. Navigate through multiple applications to answer insurance and account questions.
Appointment Scheduling: Accurately book and confirm appointments based on patient availability and doctor schedules with a goal of setting a minimum of 125 appointments per month.
Patient Interaction: Engage with patients in a courteous and professional manner, addressing their questions or concerns and providing relevant information about their appointments.
Data Management: Update patient information, appointment details, and call outcomes in the company’s scheduling and CRM systems.
Documentation: Maintain accurate records of patient interactions and appointment status, ensuring all information is entered correctly and promptly.
Compliance: Adhere to privacy regulations and company policies regarding patient information and appointment scheduling.
Feedback and Improvement: Report any issues or patient feedback to the Call Center Manager to help improve processes and patient satisfaction.
Performance: Maintain and exceed company metrics for outbound and inbound calls and appointments set.
Qualifications
Experience: Previous experience in a call center or customer service role is preferred, particularly in a healthcare or insurance setting. Training will be provided.
Communication Skills: Strong verbal communication skills with a focus on clear, compassionate, and effective patient interaction.
Organizational Skills: Excellent organizational skills with the ability to manage multiple tasks and maintain a high level of productivity.
Technical Proficiency: Familiarity with scheduling software and CRM systems is a plus; proficiency in data entry and technical aptitude use required.
Attention to Detail: High attention to detail to ensure accuracy in scheduling and patient information.
Empathy: Ability to approach each call with empathy and professionalism, particularly when dealing with sensitive patient information.
Working Conditions
Schedule: Full‑time. Flexibility in scheduling may be required based on call volume and patient needs. Hours are Monday‑Friday between 8:30‑18:00. Occasional Saturdays may be required based on company needs.
Environment: Remote work environment.
Noise Requirements: Must be able to provide and maintain a quiet, distraction‑free workspace with zero background noise to ensure clear, professional‑quality inbound and outbound calls.
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