Call Center Representative I

Position Summary

The Call Center Representative uses their knowledge of health center services and policies to assist patients with scheduling appointments, complaints and/or problems and any other miscellaneous inquiries. They speak with patients/the public and listen to them to gain a better understanding of their needs and offer information and possible solutions. The Call Center Representative will handle a high volume of inbound calls and should always maintain a positive attitude with each caller. Most importantly, the Call Center Representative supports the mission and vision of the Zufall Health Center.

Essential Functions, Duties and Responsibilities

• Consistently adheres to all departmental policies and procedures and maintains compliance with all rules and regulations as required by Zufall Health, HIPAA, NJ state Ambulatory regulations, Medicare and Medicaid, and any other legal requirements.
• Conducts all aspects of the job in a professional and ethical manner.
• Works as a team with little supervision and uses available resources for problem resolution as indicated by circumstance or need.
• Maintains high level of confidentiality.
• Works collaboratively with team members to assure the optimal outcomes of care and service.
• Utilizes departmental resources prudently and appropriately.
• Uses communication methods that create and foster a positive image of the organization, upholding the values of Zufall Health Center.
• Communicates appropriately both verbally and in writing; uses appropriate mechanisms for identifying and resolving work related issues.
• Always keeps Manager/Supervisor informed of work-related issues.
• Performs any additional duties as determined by Manager/Supervisor.

Specific Duties:

Interaction with Patients

• Answers the telephone promptly when calls are presented.
• Efficiently manages large amounts of inbound calls. 
• Greets callers in a pleasant and helpful manner.
• Assists patients with making appointments. 
• Responds to inquiries from callers or via text messages and provides the best information available.
• Engages in active listening with callers, confirming or clarifying information and diffusing angry callers, as needed.
• Reminds patients of items needed to bring for their visit.
• Communicates with the medical staff regarding patient’s 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 customer voicemails where necessary.
• Keep their personal areas and their surrounding public areas neat and clean. 
• Keep appearance neat and clean using business casual attire.

Communication

• Maintains patients’ confidentiality in compliance with HIPAA and other federal, state and local regulations as stated in the ZHC policies and procedures manual.
• Answers inquiries of patients via telephone or text messages regarding regulations and services; when necessary, refers inquiries to appropriate person or department.
• Reads, writes, speaks, understands, and communicates in English and Spanish sufficiently to perform the duties of this position.

Call Center Representative I and II

Call Center Representatives are hired as Call Center Representative I. They remain at this level during their initial training and after 3 months of employment are required to take an exam which covers all the material that is necessary to perform the duties of a Call Center Representative. It includes but is not limited to customer satisfaction, telephone encounters, refill processes, insurances, registration of patients, special population definitions, HIPAA, compliance, and Zufall policies and procedures. Staff will have three opportunities to pass the exam. Upon passing the exam they will then be classified as a Call Center Representative II. If they do not pass on their first or second try, they will be given additional training. If they fail three times, employment will be terminated.

Knowledge, Skills and Abilities

• Has knowledge of computer software programs such as Microsoft Office and Outlook; confident in navigating multiple screens simultaneously in the Windows operating system environment and call center software; ability and willingness to learn and gain proficiency in new software systems.
• Has excellent customer service skills.
• Be able to work with very little supervision.
• Be able to work closely in a team environment.
• Be able to adapt quickly to unanticipated changes in workflow or work process, or frequent changes in insurance rules and coverage changes.
• Be able to understand, carry out, and remember verbal and written instructions.
• Ability to work multiple projects simultaneously, meet deadlines, adjust to changing priorities, and at times work under pressure.
• Ability to work in a fast-paced environment.
• Ability to accurately read, analyze, interpret, and apply process and direction using general business concepts and methodologies.
• Excellent attention to detail.
• Bi-lingual: Spoken and written English and spoken Spanish required.

Education, Training, and Experience

• High school diploma required, college credit or additional education in medical field or insurance preferred
• Have minimum of 1-year experience in customer service or in a call center
• Experience in a clinical/ambulatory care setting preferred