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Job Summary:
We are seeking a dedicated and compassionate Medical Call Center - CSR to join our team. This position serves as the first point of contact for patients, providers, and other healthcare professionals, ensuring exceptional customer service and accurate communication. The ideal candidate is a problem-solver who thrives in a fast-paced environment and is committed to delivering outstanding support. MUST HAVE ADVANCED MASTERY LEVEL ENGLISH SPEAKING SKILLS.
Key Responsibilities:
Customer Service:
Answer inbound calls promptly and professionally, addressing inquiries, concerns, and scheduling needs.
Provide accurate information about clinic services, insurance processes, and medical protocols.
Resolve issues efficiently while maintaining a courteous and empathetic demeanor.
Appointment Scheduling:
Schedule, cancel, or reschedule patient appointments following established guidelines.
Ensure all necessary patient information is captured and verified during scheduling.
Patient Interaction:
Educate patients on policies, procedures, and what to expect during visits.
Assist with referrals, prescription refill requests, and obtaining prior authorizations when needed.
Documentation & Record Management:
Accurately document patient interactions and updates in the Electronic Medical Record (EMR) system.
Maintain confidentiality and comply with HIPAA standards at all times.
Collaboration & Coordination:
Work closely with clinical and administrative teams to ensure seamless patient care.
Route calls to appropriate departments or escalate issues when necessary.
Quality Assurance:
Meet or exceed performance metrics, including call handling time, accuracy, and patient satisfaction scores.
Participate in training sessions and tea m me etings to stay informed of policies and best practices.
Qualifications:
Education:
High school diploma or equivalent required.
Associate degree or higher in a healthcare-related field is a plus.
Experience:
1+ years of experience in a call center or customer service role, preferably in a medical or healthcare setting.
Familiarity with medical terminology and EMR systems preferred.
Skills:
Excellent verbal and written communication skills.
Strong multitasking, organizational, and problem-solving abilities.
Proficiency in computer systems and software, including MS Office Suite and EMR platforms.
Ability to handle sensitive and confidential information with professionalism.
Attributes:
Patient-focused, empathetic, and friendly demeanor.
Dependable, punctual, and able to work in a fast-paced environment.
Adaptable to changes and committed to continuous learning.
