Call Center Agent engaging with potential customers and developing sales strategies in a hybrid work environment. Responsible for managing customer relationships and contributing to sales goals.
About the role
- Entry level Bilingual Call Center Agent in a Reputable Community Healthcare Clinic, handling patient calls, scheduling appointments, and ensuring accurate patient records.
Responsibilities
- Operates multi-line telephone system to answer incoming calls and routes members to appropriate AMC personnel.
- Schedules appointments, responds to questions, and documents each call within the electronic health record (EPIC) and/or email.
- Inputs and provides information related to member’s accounts including demographics and billing/insurance information.
- Able to work successfully in a fast pace, dynamic work environment while providing high quality customer service.
- Ability to handle several tasks at the same time.
- Must comply with all federal, state and local laws and regulations, and AMC policies.
- Creates telephone encounters, messages, email, notations and assigns properly to staff.
- Questions patients when necessary to correct/update fiscal and demographic data.
- Schedules health center’s appointments and “no show” information into the computer system.
- Discusses overdue payments with patients and tracks patient billing histories to identify outstanding balances.
- May send DNK letters (did not keep appointment letter) to patients that missed their appointment.
Requirements
- High school diploma or general education degree (GED);
- one to three months related experience and/or training;
- equivalent combination of education and experience.
- Bilingual in Spanish required.
- Ability to read and comprehend simple instructions, short correspondence, and memos.
- Ability to effectively present information in one-on-one and small group situations to customers, clients, and other employees of the organization.
- Ability to perform basic math calculations, including handling U.S. currency and simple measurements.
- Must be able to type 45 WPM,
- Proficient with Internet and web-based systems, and MS Office (Word, Excel, and Outlook).
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