Call Center Representative I

Location US-CA-Santa Ana
Job ID
2018-5711
Category
Customer Service

Overview

The Call Center Representative I is responsible for answering all incoming telephone calls for all the medical/dental offices. This position is primarily responsible for the scheduling, rescheduling and canceling of appointments. This position’s responsibilities also include the screening and transferring of phone calls, answer patient questions, appointment confirmations and patient registration.

Responsibilities

  1. Adherence to all Call Center and AltaMed Policies and Procedures.
  2. Ability to efficiently and accurately schedule, reschedule and/or cancel medical and/or dental appointments as requested by the patient and in accordance with AltaMed’s Appointment Scheduling Policy.
  3. Routinely check the queue to monitor number of calls on-hold.
  4. Answer all incoming calls and properly dispose of calls via appropriate transfer, message taking, or follow-up and return call.
  5. Confirm patient appointments 24-48 hours in advance.
  6. Collect/Update/Verify all pertinent patient demographic and insurance information.
  7. Attend and participate in training and meetings as assigned.
  8. Relay patient questions, requests and other calls to the appropriate person/department.
  9. Performs other related duties as assigned.

Qualifications

  1. High-School Diploma or equivalent required.
  2. Bilingual English/Spanish required.
  3. One years experience preferred working in a call center environment where a service/support role was primarily performed.

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