Answer inbound calls and schedule office appointments and answer questions for new and established patients
Engage in active listening with callers, confirming or clarifying information and diffusing anxiety, as needed
Utilize software, databases, scripts, and tools as directed in formal training and regular coaching
Route calls the appropriate personnel, as needed
Coordinate hospital consults with practice offices
Build professional relationships with patients and other call center team members based on trust and reliability
Understand and strive to meet or exceed contact center metrics while providing excellent consistent customer service
Make recommendations for appointment times, providers, and locations that may better suit patient needs
Learn about recent technologies and workflows
Other related duties, as assigned

Bilingual in Spanish and English
Prefer healthcare focused call center experience or call center professionals accustomed to delivering a great caller experience in a high-volume setting
Prefer medical office staff accustomed to a fast-paced office where they made patient appointments and multi-task in a large office or high-volume setting
Should feel confident in their ability once trained to take 100+ calls per day, this is a fast-paced environment
Familiarity with medical terminology is extremely helpful for effective communication with patients and healthcare providers
Strong organizational skills with the ability to manage multiple tasks efficiently
Excellent people skills to foster positive relationships with patients and team members
Proficient in using office equipment and software related to medical administrative support
Athena appointment software knowledge a plus
Must have High-Speed Internet service connected to a modem
Candidates must provide proof of internet speed

Bilingual Patient Service Specialist, Spanish/English

Key skills