Schedule all outgoing/incoming phone appointments using specific protocols for each department/provider with a high degree of accuracy.
Conduct cancellations of providers’ schedules and the rescheduling of their patients.
Verify via the telephone all patient information including demographic, insurance and payment balance according to policy.
Up-date the EMR system with identified changes in patients account of all demographic information including correct spelling of names, etc.
Direct calls from PBX overflow with a high degree of accuracy.
Educate caller if there is a direct number they could use it the next time they call.
Assist all callers as needed and transfer accordingly in a friendly informative manner.
Participate in special projects and other duties such as attending in-house meetings as assigned.
Maintain a high level of accuracy, professionalism, and productivity in a fast-paced call center environment.

High School Diploma or GED required.
Minimum of one (1) year of experience in a customer service, call center, or healthcare-related role preferred.
Strong verbal communication and active listening skills.
Detail-oriented with the ability to work accurately in a high-volume environment.
Basic computer proficiency and data entry skills.
Ability to manage competing priorities professionally and courteously.
Experience in a centralized scheduling, call center, or patient access role preferred.
Knowledge of electronic medical records (EMR) or practice management systems preferred.
Bilingual skills (Spanish preferred).

Customer Service Representative – Call Center

Key skills