Call Center Representative III

Provides communication support services, including general clerical, general information, way-finding, technical support, provider/service referral, patient registration, and scheduling services to the patients on behalf of the physicians and medical providers. Collects, assesses, submits, processes and updates sensitive and confidential information. Resolves patient access issues within limits and works with confidential information from various business systems and in accordance with multiple work-flow protocols. Contributes to the execution of new protocols and procedures within the call center. Provides guidance on the most complex calls and issues. Acts as a subject matter expert for others on the team. Monitors and audits customer interactions for quality and accuracy.

Responsibilities

Provides communication support services, including general clerical, general information, way-finding, technical support, provider/service referral, patient registration, and scheduling services to the patients on behalf of the physicians and medical providers; Collects, assesses, submits, processes and updates sensitive and confidential information; Resolves patient access issues within limits and works with confidential information from various business systems and in accordance with multiple work-flow protocols; Contributes to the execution of new protocols and procedures within the call center; Provides guidance on the most complex calls and issues; Acts as a subject matter expert for others on the team; Monitors and audits customer interactions for quality and accuracy

Requirements

High School diploma or equivalent and 2 years of call center experience required; Or equivalent combination of education and experience; Demonstrated job related knowledge, proficiency and performance required