Call Center Operator

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Qualifications

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions

High School graduate or GED certificate and six months to one year related experience and/or training is required; OR any equivalent combination of experience, training and/or education

Position requires basic knowledge of general office procedures including filing, copying, faxing

Ability to use a computer to enter patient data and retrieve information to generate reports and payment receipts,

Ability to work on multiple tasks within established deadlines

Ability to work under the direction of a Manager and follow instructions

Ability to take the initiative to resolve patient concerns and problems

Ability to read and interpret documents such as government regulations and guidelines, patient records, operating and maintenance instructions, procedure manuals, etc

Ability to write at a minimal level of competence, including internal reports and memoranda

Ability to communicate with diverse groups of people to include staff and providers and patients

Ability to communicate effectively with patients and their families to make their visit a pleasant experience

Sensitivity to the multicultural nature of the service area population and may be required to communicate in another language

Personal characteristics include: a team player, high integrity, multitasker, communication and customer relations skills, regular work attendance, courteous and friendly, able to work well with diverse groups of people, gain and maintain the respect of others, accept HICHC mission and values

Responsibilities

Under the general direction of the Director of Clinical Operations and direct supervision of the Call Center Manager, the Call Center Operator (CCO) must be able to answer a multi-line switch board rapidly and direct calls to the correct destination without any delay

The operators greet the caller, answer questions, route calls appropriately, accurately document information as needed, and provide professional and courteous customer service

Answer a high volume of inbound calls while maintaining a swift response rate, in accordance with organizational standards

In general, their role is to resolve customer issues and process requests which vary depending on the needs of each caller

This position may have various work assignments within HICHC

Call Center Activities

Answers the telephone promptly and courteously, screens calls, and connects callers to the appropriate departments, offices, or individuals

Verifies callers and their contact information

Provides general information to callers about programs, functions, and services available through HICHC

Identifies and directs inquiries for urgent appointments to designated triage nurse(s)

Assists with scheduling, rescheduling, canceling, and confirming clinic appointments for new and returning patients

Forwards calls requesting referrals, medication refills, lab test orders and results to the appropriate departments or personnel

Maintains daily records on the numbers and types of patient calls/encounters

Ensures customer satisfaction by striving to maintain a positive, empathetic, and professional attitude towards patients/callers at all times

Communicates with callers/patients effectively by actively listening, acknowledging their requests or complaints, and facilitating access to services or resolution of complaints

Remains aware of services offered throughout the clinic and in the community that will serve the patient’s needs

Registers new patients and updates registration information for existing patients to facilitate scheduling appointments, directing to triage nurse, or routing to other departments for assistance

Collects and updates personal, demographic, health, and insurance information and enters data accurately in the patient’s chart

Follows department protocol in handing difficult, angry, or disruptive callers

Participates in ongoing customer service, telephone and software skills, and other training as directed by department Manager

Job description

Hawaii Island Community Health Center

Job Title- Call Center Operator

Position Function Summary

Under the general direction of the Director of Clinical Operations and direct supervision of the Call Center Manager, the Call Center Operator (CCO) must be able to answer a multi-line switch board rapidly and direct calls to the correct destination without any delay. The operators greet the caller, ...