Call Center Specialist

Job Description

REQUIREMENTS

• High school diploma or equivalent
• Minimum two years of customer service experience, preferably in a medical office setting
• Comfortable using multiple technology-based communication systems effectively and simultaneously
• Previous experience using a multi-line phone system, preferred

RESPONSIBILTIES

• Utilizes practice management software to perform specific duties
• Serves as a primary resource for all incoming calls
• Directs all incoming calls to the appropriate staff/department based on pertinent information received from the caller
• Returns phone calls within acceptable time frames
• Maintains a pleasant, cooperative demeanor while performing all duties
• Updates account information in the practice management system as necessary
• Retrieves and directs messages from the general voicemail box and after-hours call service to the appropriate staff member
• Notifies Team Lead or Manager of issues interfering with department operations
• May be asked to maintain logs for statistical follow-up of phone activity
• Will act as a backup to the Referral Coordinator role
• Follows all applicable department and practice policies and procedures
• Maintains patient confidentiality; complies with HIPAA privacy and confidentiality guidelines established by the practice
• Maintains detailed knowledge of practice management and other computer software as it relates to job function
• Performs other duties as required and assigned by Manager, including schedule changes and travel to office locations as assigned
• Attends all regular meetings

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