Call Center Appointment Rep - FT Days - MD Navigate - Full-time / Part-time

SUMMARY OF KEY RESPONSIBILITES:

Scheduling physician appointments or healthcare services via 3-way call or online scheduling system

DUTIES AND RESPONSIBILITIES:

· Performs all components of appointment scheduling

· Ensures performance standards are met and accepts constructive feedback

· Speaks with a pleasant, professional phone voice and provides superior customer service to internal and external customers

· Documents calls in applicable system in a timely and accurate manner and as prescribed by current standards and policies

· Maintains confidentiality

· Communicates appropriately and clearly with departmental management, co-workers and callers and exhibits willingness to master new work routines and methods

· Practices and adheres to “Code of Conduct”

· Supports the vision and strategy of the contact center, positively promotes the services offered, and elevates issues to Appointment Representative Lead/Supervisor as appropriate

· Maintains and contributes to a professional and ethical work environment and actively participates in team meetings and engages in the processes of the contact center

KNOWLEDGE, SKILLS AND ABILITIES:

Knowledge:

· Demonstrates knowledge and understanding of organizational and departmental policies, procedures and systems

Skills:

· Communicates clearly and concisely both verbally and in writing

· Establishes and maintains long-term customer relationships, building trust and respect

Abilities:

· Demonstrates good judgment in handling situations not covered by written or verbal instructions

· Able to work effectively with internal and external customers

· Able to perform basic mathematical calculations, balance and reconcile figures, punctuate properly, spell correctly, and transcribe accurately

· Able to handle multiple priorities and manage stress appropriately

Experience:

1 - 3 years customer service experience required

1 - 3 years scheduling experience required