Call Center Representative
$37,440–$68,806 year
On-siteHavre de Grace, Maryland, United States
Job Summary
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. Schedule and accurately complete full registration for patients requesting appointments while verifying insurance information, benefits, and referral details. Handle and resolve customer complaints or escalate issues to the appropriate department, ensuring compliance with HIPAA standards. Identify customer needs and provide appropriate solutions while meeting key performance metrics for call handling time and resolution rates. Work collaboratively with other departments to address concerns effectively in a fast-paced environment.
Required Qualifications
- High School Graduate or General Education Degree (GED)
- Prior call center or customer service or related experience
- Excellent verbal and written communications skills in English
- Must possess excellent, critical thinking, analytical, troubleshooting, problem resolution, and customer service skills
- Excellent interpersonal skills and ability to work effectively with physicians, co-workers, other departments and patients of all ages, and from across a broad range of cultural and social economic backgrounds
- Ability to work as an integral team member under minimal supervision, in a fast-paced, complex environment
- Ability to show tolerance and sensitivity in stressful situations and safeguard confidential information in accordance with established policies and HIPAA regulations
- Ability to handle multiple tasks while maintaining a high level of accuracy
- Computer literate and ability to use multiple systems and acquire proficiency in multiple electronic systems
- Proficient with Microsoft Office Suite
Desired Qualifications
- Bi-Lingual a plus
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