Bilingual Call Center Agent

Company: ABACUS DERMATOLOGY MANAGE
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