CALL CENTER REPRESENTATIVE - PR Job at C2Q Health Solutions in New York

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The Call Center Representative is responsible for managing a high volume of inbound and outbound calls in a timely and professional manner. This role involves providing exceptional customer service, scheduling appointments, answering inquiries, and assisting patients and their families with accurate information regarding services provided by the healthcare organization. The ideal candidate will have excellent communication skills, empathy, and the ability to work effectively in a fast-paced environment.

Job Responsibilities

• Handle incoming and outgoing calls efficiently while maintaining a professional and courteous demeanor.
• Schedule patient appointments accurately using the organization's electronic medical record (EMR) system.
• Respond to patient inquiries regarding services, appointment availability, billing, and other general information.
• Assist patients in rescheduling or canceling appointments while adhering to organizational guidelines.
• Verify and update patient demographic and insurance information during calls.
• Educate patients on healthcare services, office policies, and available resources.
• Document all patient interactions and maintain accurate call records in the appropriate systems.
• Document patient complaints and escalate complex issues to the appropriate department or supervisor.
• Collaborate with clinical staff, administrative teams, and other departments to ensure a seamless patient experience.
• Follow HIPAA regulations to maintain patient confidentiality and data security.
• Achieve performance goals, including call quality, response time, and customer satisfaction metrics.
• Outreach to inquiring callers to keep them informed about their issues / request’s status or resolution.
• Adhere to company and department policies and procedures.
• Adheres to all applicable compliance requirements and the Code of Conduct.

Weekly Hours : 40

Days : Monday to Friday

Hours : We have different schedules available between 8 : 00 AM to 8 : 00 PM EST

Location : Full time Remote

Qualifications

EDUCATION : Associate degree preferred or equivalent relevant call center years of experience preferred.

Physical Requirements

We are an affirmative action and equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, disability, age, sexual orientation, gender identity, national origin, veteran status, height, weight, or genetic information. We are committed to providing access, equal opportunity, and reasonable accommodation for individuals with disabilities in employment, its services, programs, and activities.

Salary Range (Min-Max) : $34,000.00 - $40,000.00

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