Sequence Health is one a leading healthcare management company committed to serving our clients and their patients with high quality customer service using the latest computer and phone technology. We have an immediate opening for a Call Center Representative in our Cullman, AL location. As a member of our Call Center Team, you will have the opportunity to help improve the quality of life for many of our patients by delivering one-on-one scheduling support and other services.
The key tasks within will include: telephone interactions with patients, documentation of patient interactions, and the ability to work well with the patients and providers to optimize patient care. We seek individuals that not only can perform work independently but also enjoy being part of a team and like to continuously learn and grow. We are growing and looking for people that want to grow with us.
The Call Center Representative's Essential Job Functions/Responsibilities include the following: Schedule seminars or appointments for patients Answer telephone promptly and in a polite and professional manner Obtain and enter accurate demographic information into LeadTracker (address, telephone number, name of insurance as required by practice) Schedule seminar or appointment correctly in LeadTracker or other scheduling system used by the customer- review seminar/appointment date, time, location, and provider name with caller Inform caller of items to bring to appointment (including insurance card and identification as required by practice) Remind caller to arrive 15 to 30 minutes before scheduled seminar/appointment to complete paperwork Remind caller of cancellation/no-show policy Answer questions and offer other information, as requested, to provide patient-focused service and a positive impression of the organization Seeks and supports changes in call flow processes and communication services. Suggests improvements and participates in organized efforts to improve service levels Meets and exceeds call volume standards Adheres to all HIPAA policies Adheres to all Sequence Health policies Act as a liaison for the patients and the Health Center Direct calls to other departments as needed Use sound judgment in handling calls, especially with upset patients Understanding of when to escalate calls to physicians/practice manager/triage nurse Service patients Make reminder calls as requested Make calls to reschedule appointments when necessary Provide assistance with call backs and other projects as call volume permits Other reasonably related duties as assigned by supervisor or manager Qualifications and Skills Needed : One or more years of experience working in a call center preferred One or more years of experience working in a medical or healthcare environment preferred Previous scheduling experience preferred Microsoft Office Suite (Excel, Word, and Outlook) and Internet Bilingual preferred Prefer candidates who live within a 50-mile radius Ability to handle confidential and sensitive information Ability to communicate effectively on the telephone Ability to relate to persons with diverse educational, socioeconomic, and ethnic backgrounds Ability to handle a "call center" environment: work quickly and multi-task Ability to exercise good judgment to handle calls appropriately Ability to demonstrate good customer service Ability to multi-task using several systems and multiple monitors at the same time Ability to arrive at workstation on time, ready to work, and demonstrates minimal absenteeism Ability to use online resources and tools to educate callers correctly Ability to follow break and lunch schedule based on call volume and forecasting Physical Demands Ability to hear in normal range and wear a headset / ear piece Good visual acuity to read computer screens, scripts, forms etc Sits 100% of the time when taking calls Clear articulation of English is essential to communicate with patient / clients, physicians and other practice staff Employee Benefits Health, Dental, Vision, Life Insurance, Short and Long Term Disability, Flexible Spending, EAP Paid Time Off and paid holidays Employment Type: Full Time Years Experience: 1 - 3 years Salary: 35000.00 Annual Bonus/Commission: No