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Sanova Dermatology
Call Center RepresentativeSanova Dermatology • Houston , TX
Call Center Representative

Call Center Representative

Sanova Dermatology • Houston , TX
30+ days ago
Job type
  • Full-time
Job description
Position: Call Center Representative Location: Houston (Galleria-Uptown area), TX Job Id: 780 # of Openings: 1 Call Center Representative is responsible for providing excellent customer service support and scheduling of patients in a high volume call center supporting our Medical, Cosmetic and Spa operations. Represents Sanova in a professional manner and supports the goals and objectives of our practice. ESSENTIAL RESPONSIBILITIES AND DUTIES: To perform this job successfully, an individual must be able to perform each essential responsibility and job duty satisfactory. Other duties may be assigned to meet business needs.
  • Ensures delivery of excellent customer service through fast and accurate processing of request, communication and scheduling of patients
  • Uses exemplary telephone skills to present an image of quality where the patient is treated in a consistent, courteous and efficient manner
  • Collects all relevant information related to the scheduling of the appointment and enters information into Nextech
  • Ensures that all information relevant to the patient and their appointment is accurately communicated
  • Attends to all other customer's questions, complaints and concerns immediately and facilitates outstanding resolution
  • Maintains and coordinates schedule for physician and other clinical practitioners
  • Helps ensures that calls are answered in a timely manner
  • Effectively communicates and coordinates changes with internal staff, doctors and departments as needed
  • Follows up on customer interactions and missing documentation as needed
MINIMUM REQUIREMENTS AND QUALIFICATIONS : The requirements listed below are representative of the knowledge, skills, and/or ability required for this position. May change as the needs of the practice evolve. Knowledge:
  • Knowledge of all SBA procedures, products, protocols and standards
  • Knowledge of effective Call Center operations and proper protocol
  • Knowledge of Microsoft Office and office equipment (scanner, computer, copy machine)
  • Knowledge of principles and processes for providing excellent customer service including: customer needs assessment, meeting quality standards for services and evaluation of customer satisfaction
  • Knowledge of HIPAA (Health Insurance Portability and Accountability Act of 1996) regulations as related to Protected Health Information (PHI) and patient confidentiality
  • Knowledge of medical terminology preferred
Skills:
  • Excellent written and oral communication skills
  • Communicates in a clear, concise, understandable manner
  • Listens attentively to others and provides resolution
  • Data entry and typing skills
  • Well-organized with attention to detail
  • Excellent follow-up skills
  • Customer Service driven
  • Excellent phone etiquette
  • Self-motivated and takes initiative
  • Time management skills
  • Must be reliable, responsible, dependable and demonstrates sound judgment and decision-making capabilities
Abilities:
  • Ability to communicate clearly, concisely and effectively
  • Ability to listen to and understand information and ideas as presented verbally or written
  • Ability to recognize and control emotions to maintain a high level of professionalism with internal staff and external customers
  • Ability to take feedback , direction and adapt behaviors according to the needs of the business
  • Ability to deal with people in a manner which shows sensitivity, tact and professionalism
  • Ability to identify, comprehend and communicate all SBA procedures and products
  • Ability to make a decision or solve a problem using logic to identify key facts, explore alternatives and propose quality solutions
  • Ability to work overtime when needed and assist with the workloads of others
  • Ability to adapt to changes in the work environment including updates and changes to policy, changes in workload and requirements and flexibility with scheduling as necessary
Physical Requirements: Position is in a fast-paced office environment. Correctable eyesight to 20/20 and hearing required. Must be able to sit, stoop, or stand for periods of four to ten hours in length. May require occasional lifting of 15 pounds or more. Most work is performed in an office environment and requires administrative duties. Frequent contact with employees, patients and outside agencies. Must wear a headset to perform duties. MINIMUM QUALIFICATIONS: Education/Certifications/Licenses:
  • High School Diploma/ Equivalent
Experience:
  • Call center experience preferred but not required
  • Medical setting experience and background preferred
  • Dermatology experience a plus
  • Nextech software experience is a plus
Schedule:
  • Full time staff position (40 hours per week)
  • Monday through Friday 7:45 a.m. – 5:00pm ( with 1 hour lunch)

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Call Center Representative • Houston , TX

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