Job Summary: The Call Centre Representative will provide exceptional customer service to patients in a healthcare call centre environment. This role involves handling incoming calls, verifying and updating patient demographic information, screening for program eligibility, scheduling appointments, and managing appointment-related communications. Flexibility to work evenings and weekends is required to meet patient needs.
Key Responsibilities: - Verify and update patient demographic information to ensure accuracy in medical records.
- Screen for program eligibility and gather necessary information for patient care.
- Schedule patient appointments based on medical need and established guidelines.
- Conduct appointment reminder calls, manage reschedules, and handle lab result appointments as assigned.
- Respond to general inquiries and provide accurate information to patients.
- Work flexible hours, including evenings and weekends, to support patient scheduling needs.
- Attend workshops, training sessions, and meetings as needed.
- Perform other duties as assigned by the supervisor.
Required Qualifications: - High School Diploma or equivalent.
- Minimum of three months of medical office experience or related customer service experience.
- Proficiency in Microsoft Office products, including Excel, Word, and Outlook.
- Bilingual in Spanish (preferred but not required).
Preferred Qualifications:
- One year of medical office experience.
- Experience in community or public health settings.
- Completion of a medical practice management program.
Critical Success Factors:
- Ability to follow instructions and maintain strict confidentiality in compliance with HIPAA regulations.
- Strong customer service orientation with a client-focused approach in all interactions.
- Respect and appreciation for diversity in patient populations.
- Strong reading and writing skills to ensure accuracy in patient records.
- Excellent problem-solving, organizational, and multi-tasking abilities with keen attention to detail.
- Proficiency in Microsoft Office and internet-based applications.
Education: High School