Concero
Job Description
Job Overview:
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. 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. Qualifications: Experience:
Previous experience in a call center or customer service role is preferred, particularly in a healthcare 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 computer 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. Environment:
Remote 6695
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. 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. Qualifications: Experience:
Previous experience in a call center or customer service role is preferred, particularly in a healthcare 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 computer 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. Environment:
Remote 6695