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Bilingual Call Center Agent

Location: Lakewood
Posted on: March 16, 2023

Job Description:

Job Description Position Summary: The Call Center Representative is the liaison between Certified Dermatology and its current and potential customers/patients. The role responsible for answering all incoming calls and emails, fielding customer/patient questions and complaints, scheduling appointments, obtaining all necessary demographic information, directing calls to other departments as needed, and keeping customer/patient satisfaction at the core of every decision and behavior. Essential Accountabilities:

  • Scheduling appointments for patients:
  • Answer telephone promptly and in a polite and professional manner.
  • Obtain and enter accurate demographic information in CareCloud (address, telephone number, name of insurance or self-pay status).
  • Schedule appointments correctly by reviewing appointment date, time, location, and provider name with caller.
  • Inform caller of items to bring to appointment (including insurance card, medications, office visit fee, and verification of income if applicable).
  • Remind caller of cancellation/no-show policy.
  • Answer questions and offer other information, as requested, to provide patient-focused service and a positive impression of the organization.
  • Ensure all voicemails are answered immediately.
  • Follow-up with callers on complaint/question status, ensure resolution.
  • Act as a liaison for the patients and the Practice locations:
  • Direct calls to other departments as needed.
  • Use sound judgment in handling calls, especially with upset patients.
  • Understanding of when to escalate calls to Providers.
  • Service patients:
  • Make reminder calls as requested.
  • Make calls to reschedule appointments when necessary.
  • Provide assistance with mailings and other projects as call volume permits.
  • Other reasonably related duties as assigned by supervisor or manager. Education/Experience:
    • High School or GED required.
    • Associate Degree or related healthcare certification, preferred.
    • One year of experience in customer service and/or related clinical environment.
    • Working knowledge of medical terminology.
    • Bilingual in Spanish helpful. Qualifications:
      • Ability to handle confidential and sensitive information.
      • Ability to communicate effectively on the telephone.
      • Familiarity with CRM systems, a plus.
      • Excellent interpersonal communication skills.
      • Ability to relate to persons with diverse educational, socioeconomic, and ethnic backgrounds.
      • Ability to handle a call center environment: work quickly and multi-task.
      • Ability to exercise good judgment to handle calls appropriately.
      • Ability to demonstrate good customer service. Physical Requirements: Position involves long periods of sitting, heavy data entry and heavy telephone work. Pay: $17-19/hr by Jobble

Keywords: ABACUS DERMATOLOGY MANAGE, Lakewood , Bilingual Call Center Agent, Other , Lakewood, New Jersey

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