The Customer Service Representative is our first point of contact with our practice and we only have one chance to make a great first impression. In this position they will handle a high volume of inbound or outbound calls, or both, and should seek to create a positive experience for each caller. They will listen to patients to understand the reason for their call, address all questions or complaints, and provide an accurate and efficient response
Key Responsibilities
- Communicate effectively through several channels including text, email & phone
- Manage incoming and outgoing calls to book appointments
- Identify and assess patient’s needs to achieve satisfaction
- Meet patient experience team targets and call handling quotas
- Provide appropriate solutions and alternatives, follow up to ensure resolution
- Makes outgoing patient calls with goal of scheduling appointments
- Memorizes scripts to help build a rapport with the patient and educate them about the the
- Making follow up calls to patients to confirm appointment times or reschedule appointments as needed
- Making sure that all documentation is accurate and up to date, such as updating patient records with new contact information, insurance information, or other relevant details
- Entering data into the practice management software to create a new patient file or update an existing file
- Verify patient demographic information and ensure it matches information on file
Qualifications
- Possess our core values of commitment, quality, respect, communication and teamwork
- Have excellent communication skills and comfortable speaking English
- Proven experience in appointment scheduling, administrative support, or a similar role.
- Retain knowledge of systems & processes
- Remain calm under pressure
- Organizational skills & ability to multitask
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