Call Center Representative

Job Description

Job Description:
Call Center Representative Reports to:
Call Center Manager

Summary:

As the largest pediatric clinic in Jacksonville, serving seven locations with nearly 45,000 patients, Angel Kids Pediatrics believes that caring for children is a continual process, and should not limited to just doctor office visits during regular business hours. We believe that by providing excellent medical care in a family and community-based environment that we can grow healthy children who will become healthy adults.

We uphold the highest standards of a patient-centered medical home that provides quality, personalized and effective medical care as if each family was part of our own. Equity, innovation, and inclusion guide our growth and strategy. We are looking for individuals who are passionate about, and committed to leading efforts to provide culturally relevant care, reducing health disparities, and helping build a diverse and inclusive team environment.

• Answers, screens, and directs calls on multiline phone system; takes detailed messages and/or forwards telephone calls to appropriate practitioner, voice mail, or pager.
• Schedules patient appointments.
• Composes and types routine correspondence as required.
• Collects outstanding balances.
• Inputs patient information and demographics into computer system.
• Validates insurance, and PCP.
• Demonstrates a high level of professionalism in dealing with confidential and sensitive issues.
• Performs other related duties as assigned by management.

• Commitment to excellence and high standards
• Excellent written and oral communication skills
• Versatility, flexibility, and a willingness to work within constantly changing priorities with enthusiasm
• Acute attention to detail
• Strong organizational, problem solving, and analytical skills
• Ability to manage priorities and workflow
• Excellent customer service skills
• Ability to understand and follow written and verbal instructions.
• Professional appearance and demeanor
• Ability to effectively communicate with people at all levels and from various backgrounds.
• Bilingual skills a plus.

• Teamwork Balances team and individual responsibilities;
  Exhibits objectivity and openness to others' views;
  Gives and welcomes feedback;
  Contributes to building a positive team spirit;
  Puts success of team above own interests;
  Able to build morale and group commitments to goals and objectives;
  Supports everyone's efforts to succeed.
• Customer Service Manages difficult or emotional customer situations;
  Responds promptly to customer needs;
  Solicits customer feedback to improve service;
  Responds to requests for service and assistance;
  Meets commitments.
• Interpersonal Skills Focuses on solving conflict, not blaming;
  Maintains confidentiality;
  Listens to others without interrupting;
  Keeps emotions under control;
  Remains open to others' ideas and tries new things.
• Oral Communication Speaks clearly and persuasively in positive or negative situations; listens and gets clarification; responds well to questions.
• Diversity Demonstrates knowledge of EEO policy;
  Shows respect and sensitivity for cultural differences; educates others on the value of diversity; promotes a harassment free environment;
  Builds a diverse workforce.
• Ethics Treats people with respect;
  Keeps commitments; inspires the trust of others;
  Works with integrity and ethically;
  Upholds organizational values.
• Professionalism Approaches others in a tactful manner;
  Reacts well under pressure;
  Treats others with respect and consideration regardless of their status or position;
  Accepts responsibility for own actions;
  Follows through on commitments.
• Adaptability Adapts to changes in the work environment;
  Manages competing demands;
  Changes approach or method to best fit the situation;
  Able to deal with frequent change, delays, or unexpected events.
• Attendance/Punctuality Is consistently at work and on time;
  Ensures work responsibilities are covered when absent;
  Arrives at meetings and appointments on time.
• Dependability Follows instructions, responds to management direction;
  Takes responsibility for own actions;
  Keeps commitments;
  Commits to long hours of work when…