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
- Bilingual Call Center Agent joining a Community Healthcare Clinic for a Remote/Onsite Hybrid role. Primarily operates in the Clinic’s Call Center answering calls, scheduling appointments, and providing customer service.
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.
- Works toward making patients feel valued and supported within the health center.
- Responsible for extensive knowledge of appointment protocols.
- Creates telephone encounters, messages, email, notations and assign properly to staff.
- Enters information into the electronic health record such as faxes, previous medical records, radiology results, and assist with communication with other medical facilities through the electronic health record.
- May send DNK letters (did not keep appointment letter) to patients that missed their appointment.
Requirements
- High school diploma or general education degree (GED); or one to three months related experience and/or training; or 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, is proficient with Internet and web-based systems, and MS Office (Word, Excel, and Outlook).
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