Agente call center - Ingles Avanzado/ Full Time

Center Representative - Healthcare System

The Call Center Representative is responsible for handling inbound and outbound calls for a healthcare system, assisting patients and healthcare providers with scheduling appointments, answering inquiries, managing patient information, and ensuring a positive experience for all callers. The representative serves as a key point of contact between the healthcare facility and its patients, upholding service quality standards and adhering to healthcare regulations and privacy requirements.

Key Responsibilities:

1. Patient Assistance and Support:

• Answer incoming calls promptly and courteously, addressing patient inquiries about appointments, services, and healthcare provider information.
• Assist patients with scheduling, rescheduling, or canceling appointments, ensuring efficient and accurate handling of schedules.
• Provide basic information about clinic locations, hours, and general services offered by the healthcare system.

1. Data Entry and Documentation:

• Accurately enter patient information, including personal details, appointment notes, and insurance information, into the electronic medical record (EMR) or customer relationship management (CRM) system.
• Maintain detailed records of calls and interactions with patients for quality control and follow-up purposes.

1. Insurance and Billing Support:

• Assist patients with general inquiries regarding insurance coverage, copays, and billing, escalating more complex issues to the billing department as necessary.
• Verify insurance eligibility and coverage details when scheduling specific types of appointments or procedures.

1. Coordination with Medical Staff:

• Liaise with doctors, nurses, and administrative staff to ensure seamless communication regarding patient appointments and specific needs.
• Escalate urgent or high-priority calls to appropriate healthcare providers or departments as necessary.

1. Quality Assurance and Compliance:

• Adhere to HIPAA and other healthcare privacy and confidentiality regulations to ensure patient information is safeguarded.
• Participate in regular training sessions on customer service, healthcare compliance, and software updates to maintain quality standards.

1. Problem Resolution:

• Address patient complaints or issues with empathy, aiming to resolve concerns effectively or escalate them to the appropriate department for resolution.
• Follow up with patients as needed to confirm resolutions and ensure satisfaction.

Qualifications:

• High school diploma or GED required; associate’s degree or coursework in healthcare administration or a related field is preferred.
• Previous experience in a call center or customer service role, preferably in a healthcare setting.
• Excellent communication and interpersonal skills.
• Ability to multitask, prioritize, and manage time efficiently.
• Strong problem-solving abilities and a compassionate approach to patient interactions.

-Requerimientos-

• Educación mínima: Bachillerato / Educación Media
• 1 año de experiencia
• Idiomas: Inglés
• Edad: entre 21 y 80 años
• Palabras clave: demostrador, feriante, viajante, agent, representative, agente, representante, callcenter, teleoperador, telefonista, telephonist, telefonico