Call Center Agent

PRIMARY JOB RESPONSIBILITIES
Job responsibilities labeled EF capture those duties that are essential functions of the job.

PEOPLE - 20%

1. Promotes a positive work environment and a focused work unit that actively helps one another to achieve optimal department results.
2. Collaborates with all members of the department by actively communicating and reporting pertinent patient care information and data in a comprehensive manner. Demonstrates effective communication and customer service skills. (EF).
3. Answers phone calls and appropriately greets each caller and interacts with customers in a professional and courteous manner at all times (EF)

1. Utilizes multi-tasking skills to process patient needs from incoming and outgoing calls and faxes by coordinating, documenting, and tracking requests in Epic. Answers telephone promptly and in a professional manner at all times using identified scripts in all attempts to triage requests. Enter notes in Epic system while caller is on the telephone. Appropriately place callers on hold, after asking caller if they mind holding, and transfer callers as appropriate. (EF)
2. Responds in a proactive manner to caller concerns, resolving such matters according to established guidelines in a prompt manner. Contacts appropriate staff for unusual circumstances in a timely manner to maintain a high level of patient satisfaction. Maintains confidentiality of sensitive information and informs management of pertinent issues. (EF)
3. Organizes workload and sets priorities. Utilizes all available work time by assisting fellow team members and performing additional tasks as assigned or requested. (EF)
4. Expected to answer calls in a timely manner to minimize call hold times.

1. Performs all patient communications following HIPPA guidelines. Reports complaints according to policies and procedures, and assures clinical practice guidelines are followed.

1. Self-motivated to independently manage time effectively and prioritize daily tasks.
2. Uses department resources/equipment/supplies properly and efficiently. (EF)

1. Participates in departmental projects activities, and seeks continuing education opportunities to expand learning beyond baseline competencies with a focus on continual development. (EF)

EDUCATION REQUIREMENTS

• High School diploma or equivalent education (examples include: GED, verification of homeschool equivalency, partial or full completion of post-secondary education, etc.)

• Minimum of two years of related experience, previous customer service experience in a call center or other telephone communication environment preferred