Customer Service Representative

Job Description

Job Overview:

We are looking for a dedicated and empathetic Outbound Call Center Representative to join our Patient Services team. In this role, you will be responsible for making outbound calls to an existing patient list to schedule doctor appointments. The ideal candidate will have excellent communication skills, a compassionate approach to patient interactions, and the ability to manage a high volume of calls efficiently.

Key Responsibilities:

• Outbound Calling: Make a minimum of 25 outbound calls per hour to existing patients to schedule doctor appointments.
• Appointment Scheduling: Accurately book and confirm appointments based on patient availability and doctor schedules.
• Patient Interaction: Engage with patients in a courteous and professional manner, addressing their questions or concerns and providing relevant information about their appointments.
• Data Management: Update patient information, appointment details, and call outcomes in the company’s scheduling and CRM systems.
• Documentation: Maintain accurate records of patient interactions and appointment status, ensuring all information is entered correctly and promptly.
• Compliance: Adhere to privacy regulations and company policies regarding patient information and appointment scheduling.
• Feedback and Improvement: Report any issues or patient feedback to the Call Center Manager to help improve processes and patient satisfaction.

Qualifications:

• Experience: Previous experience in a call center or customer service role is preferred, particularly in a healthcare setting. Training will be provided.
• Communication Skills: Strong verbal communication skills with a focus on clear, compassionate, and effective patient interaction.
• Organizational Skills: Excellent organizational skills with the ability to manage multiple tasks and maintain a high level of productivity.
• Technical Proficiency: Familiarity with scheduling software and CRM systems is a plus; proficiency in data entry and computer use required.
• Attention to Detail: High attention to detail to ensure accuracy in scheduling and patient information.
• Empathy: Ability to approach each call with empathy and professionalism, particularly when dealing with sensitive patient information.

Working Conditions:

• Schedule: Full-time. Flexibility in scheduling may be required based on call volume and patient needs.
• Environment: Remote

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