Job Summary: The Call Center Representative is the first person our patients speak to therefore is responsible for setting the tone of the patient experience. The Call Center Representative actively listens to the patient, schedules the patient according to their request, or triages the call to the appropriate team member throughout the practice.
Duties and Responsibilities: - Receives incoming calls and schedules for a multi-location practice
- Maintains compliance with HIPAA by keeping sensitive information confidential
- Performs in a high productivity, fast-paced environment
- Provides excellent customer service
- Triage patient calls to determine path to action regarding scheduling needs
- Collects full, complete, and accurate insurance information
- Partners with team members throughout the practice to triage patient calls
- Communicates effectively with all team members throughout the practice to ensure patient message requests are received
- Documents accurately and concisely in all systems
- Works with patients to address any concerns.
- Escalates patient concerns to leaders as needed
- Have working knowledge of all providers within our practice in order to fill schedules based on business needs
- Completes other duties as assigned
For California Applicants:
We will consider for employment all qualified Applicants, including those with criminal histories, in a manner consistent with the requirements of applicable federal, state and local laws, including the City of Los Angeles' Fair Chance Initiative for Hiring Ordinance (FCIHO), Los Angeles Fair Chance Ordinance for Employers (ULAC), The San Francisco Fair Chance Ordinance (FCO) , and the California Fair Chance Act (CFCA).
This position is subject to a background check based on its job duties, which may include patient care, working with vulnerable populations, access to financial and confidential information, driving, working with heavy machinery, or working in a warehouse or laboratory environment. Due to these job duties, this position has a significant impact on the business operations and reputation, as well as the safety and well-being of individuals who may be cared for as part of the job position or who may interact with staff or clients.