Answer telephone promptly and in a polite and professional manner
Obtain and enter accurate demographic information into electronic medical record
Answer questions and offer other information, as requested, to provide patient-focused service and a positive impression of the organization
Seeks and supports changes in call flow processes and communication services
Suggests improvements and participates in organized efforts to improve service levels
Meets and exceeds call volume standards
Adheres to all HIPAA policies
Adheres to all Sequence Health policies
Direct calls to other departments as needed
Use sound judgment in handling calls, especially with upset patients
Understanding of when to escalate calls to physicians/practice manager/triage nurse
Make reminder calls as requested
Make calls to reschedule appointments when necessary
Provide assistance with call backs and other projects as call volume permits
Manage multiple clients in a fast-paced environment
Handle high volume of phone calls, with a minimum of 6 hours per shift
Any other duties necessary to drive our values, fulfill our mission, and abide by our company values

1+ years of healthcare, sales, or customer service experience
preferably in a contact center environment
1+ years experience working in a call center preferred
1+ years experience working in a medical or healthcare environment preferred
Previous medical scheduling experience preferred
Proficient using Microsoft Office Suite (Excel, Word, and Outlook) and Internet
Ability to handle confidential and sensitive information
Ability to handle a "call center" environment: work quickly and multi-task
Ability to multi-task using several systems and multiple monitors at the same time
Proficient with technology, software applications, and phone systems
Exceptional verbal and written communication skills
positive and proactive, works collaboratively with others to identify opportunities to improve results

Customer Service Representative

Key skills