Call Center Representative

• Schedules outpatients in accordance with scheduling guidelines, with the ability to prioritize according to patient needs.
• Answers phones from patients/customers professionally and responding to patient/customer inquiries and complaints.
• Schedules patients/customers based on scheduling guidelines and medical appropriateness.
• Researches required information using accessible resources.
• Routing inbound calls to appropriate resources.
• Obtaining and collecting all necessary information from the patient/customer to schedule the appointment.
• Manages communication and coordination between the patient/customer and the providers/clinics.
• Receives and responds to patient and staff needs and complaints appropriately within the realm of the 'patient care' environment, involving department supervisors and patient representative as needed.
• Participates in on-going educational activities to develop, maintain, and enhance professional expertise.
• Initial point of contact Centralized Schedulers in the Scheduling Call Center.
• If at any time, the Team Lead is unable to resolve an issue, they will confer with the Supervisor, Call Center and Manager, Patient Access.
• Works closely with Clinic Management, to ensure adequate communication between the Scheduling Call Center and the Clinic.
• Performs all duties of a Centralized Scheduler
• Must exceed expectations of a Registration Specialist and have an in-depth knowledge of the Call Center operations, scheduling, messaging and EPIC functions.
• Adheres to the established Performance Expectations for WVU Medicine Employees in the areas of People, Service, Performance Improvement, and Shared Values & Culture.
• Answer all questions regarding their Pod
• Oversee training for new employees for their pods
• Other duties may be assigned.

Call Center Team Lead

Job Level

Tech Stack

About the role

Requirements

Call Center Agent – Insurance Annuities

Mortgage Inside Sales Representative – Outbound Call Center

Mortgage Sales Call Center Transfer Agent

CEO, Co-Founder – Call Center AI

Sales Lead Coordinator