The Inbound and Outbound Call Center Representative in a Medical Center plays a pivotal role in facilitating communication between patients, healthcare providers, and other stakeholders. They are responsible for handling both inbound and outbound calls, scheduling appointments, providing information about medical services, addressing patient inquiries, and maintaining accurate records of interactions.
Key Responsibilities:
Handle inbound calls from patients, healthcare professionals, and other stakeholders in a professional and courteous manner.
Assist patients with scheduling appointments, ensuring availability of healthcare providers and aligning with patient preferences.
Provide comprehensive information about medical services, procedures, and policies to patients and their families.
Address patient inquiries related to billing, insurance coverage, and other administrative matters promptly and accurately.
Route calls to appropriate departments or individuals for further assistance as needed.
Make outbound calls to remind patients of upcoming appointments, follow up on inquiries, and conduct patient satisfaction surveys.
Doent all interactions with patients accurately and thoroughly in the electronic medical records system.
Collaborate closely with other departments within the medical center to coordinate patient care and resolve issues effectively.
Adhere strictly to all privacy and confidentiality regulations in handling patient information.
Participate actively in training sessions and continuing education programs to stay updated on medical center policies, procedures, and services.
Maintain a positive and professional demeanor while interacting with patients and colleagues.
Perform any additional duties as assigned by the supervisor or management.
High school diploma or equivalent required; additional education or certification in healthcare administration or customer service is desirable.
Proven experience in a call center or customer service role, preferably in a healthcare setting.
Excellent communication skills, both verbal and written, with the ability to convey complex information clearly and concisely.
Strong interpersonal skills and the ability to interact effectively with individuals from diverse backgrounds.
Proficiency in using computer software and electronic medical records systems.
Ability to multitask, prioritize tasks, and work efficiently in a dynamic and fast-paced environment.
Empathy, patience, and a customer-focused approach to handling inquiries and resolving issues.
Knowledge of medical terminology and procedures is beneficial but not required; a willingness to learn and adapt to new information is essential.
Flexibility to work evenings, weekends, and holidays as needed to ensure coverage in the call center.
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