Call Center Contact Associate

SUMMARY

Effectively schedule patients into the practice management program respecting the scheduling guidelines for each provider and providing the utmost in customer service to our patients. Politely receive and generate phone calls for appointment requests and create complete patient accounts: demographic and insurance information. Highly organized in working referral lists to ensure timely scheduling of appointments. Expert handling of patient issues with excellent customer service skills and patient confidentiality are mandatory.

Brown University Health employees are expected to successfully role model the organization's values of Compassion, Accountability, Respect, and Excellence as these guide our everyday actions with patients, customers and one another.

PRINCIPAL DUTIES AND RESPONSIBILITIES

• Accurately register patients and schedule appointments following established schedule templates.

• Manage large volumes of inbound and outbound calls in a timely manner.

• Resolve problems by clarifying issues; researching and exploring answers and alternative solutions; implementing solutions; escalating unresolved problems.

• Maintain proper record of all interactions with customers in EMR for tracking purposes.

• Serve as a central link of communication between patients, medical staff and the general public.

• Operate computer and IT equipment properly.

• Keep equipment operational by following established procedures; reporting malfunctions.

EDUCATION

• High school diploma or GED.

EXPERIENCE

• Proficient in relevant computer applications.

• Knowledge of customer service practices and principles.

• Excellent data entry and typing skills.

• Ability to handle stressful situations appropriately.

• Ability to speak clearly and concisely.

• Ability to read, understand and follow oral and written instructions given in English.

• Bi-lingual is preferred but not required.

• Ability to establish and maintain effective working relationships with customers (patients, physicians, coworkers, supervisor, etc.).

• Ability to represent the organization and serve consumers in a professional manner and promote a positive image of the organization and its services.

• Interpersonal skills necessary to deal effectively with patients, their representatives, and other personnel/coworkers.

SUPERVISORY RESPONSIBILITY

None.

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EEO Statement:

Brown University Health is committed to providing equal employment opportunities and maintaining a work environment free from all forms of unlawful discrimination and harassment.

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