Call Center Representative

The Call Center Representative responsibility is to handle inbound and/or outbound calls, provide exceptional customer service, and resolve inquiries efficiently.

Non-Exempt On-site Role; Rate is determined based on experience 

Range $18.00-$33.00/hr

• Answer incoming calls and respond to customer inquiries in a professional and courteous manner.
• Make outbound calls to follow up with customers, conduct surveys, or provide information as needed.
• Provide accurate information regarding products, services, policies, and procedures.
• Handle and resolve customer complaints or escalate issues to the appropriate department.
• Maintain a positive and empathetic approach when dealing with customers.
• Schedule and accurately complete full registration for patients requesting appointments while adhering to policies and procedures regarding appointment scheduling and registration processes, performing these tasks accurately and with attention to detail to ensure the highest quality standards. 
• Verification of insurance information, verification of benefits and insurance referral information.
• Adhere to HIPPA standards related to patient privacy and confidentiality.
• Notify appropriate parties of the appointment time, referral criteria, insurance verification, and prior authorization requirements. 
• Identify customer needs and provide appropriate solutions.
• Work collaboratively with other departments to address customer concerns effectively.
• Meet or exceed key performance metrics, including call handling time, customer satisfaction, and resolution rates.

Education: High School Graduate or General Education Degree (GED)

Experience: Prior call center or customer service or related experience