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in Roslindale, MA

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Hours Full-time, Part-time
Location Roslindale, Massachusetts

About this job

Job Description

Responsibilities

The call center representative primary responsibilities are to build practice schedules and to minimize patient cancellation and maximize patient influx. Call center representatives generally assist with the following duties and reports to the assigned supervisor.

  1. Physical Duties:
  • Being able to sit on a chair for 6-8 hours a day.
  • Typing on a keyboard
  • Able to answer, forward or put on hold an office phone.
  • Able speak using a telephone headset
  • Use a telephone keypad
  • Use a computer mouse
  • Able to walk from computer workstation to printer
  1. Duties:
  • Making daily calls to current patients.
  • Schedule new appointments such as follow-ups or missed appointments.
  • Confirm appointments with current patients.
  • Ensure that the weekly schedules are filled based on the providers and office, and kept at its maximum potential.
  • Update patient information with the latest email, address, phone numbers, and insurance information.
  • Schedule patients to meet Practice goals.
  • Using money finder, management tools, and reports, identify the list of patients that need to be contacted for appointments.
  • Manage large amounts of outbound calls in a timely manner.
  • Follow communication "scripts" when handling different conversations.
  • Identify patients' needs, clarify information regarding appointments and booking asked by the patient.
  • Seize opportunities to book patients for services when they arise.
  • Build relationships and engage patients, keeping excellent customer service at all times.
  • Keep records of all conversations in our database keeping all records confidential and in a way others can easily understand.
  • Make outbound calls and respond to patient inquiries in a timely manner.
  • Generate patient interest in our company's products and/or services during phone calls and while speaking with patients..
  • Document and report on patient feedback to improve the patient experience.
  • Manage and update patient notes for each patient.
  • Generate leads for patient acquisition by screening callers and identifying potential appointment opportunities.
  • Follow all communication procedures, policies, and guidelines during every patient interaction.

III. Requirements and Qualifications

  • Customer service experience preferred.
  • Excellent interpersonal communication skills.
  • Proficient in Word Document, and Excel Document and Google Drive.
  • Strong phone skills i.e. diction, active listening.
  • Ability to communicate and interact with a variety of people, both externally with patients and internally with company team members and other departments.
  • Time management skills.
  • Ability to multitask.
  • Outgoing, friendly, compassionate personality.
  • Effectively listen and address patients needs to convert an inquiry to a booked appointment, while also achieving high patient satisfaction scores.
  • Engage with patients in an empathetic and caring way that puts their needs first. This is particularly important if someone is in pain or frightened and in need of immediate help. Demonstrating a caring attitude will go a long way towards providing reassurance and comfort to ensure the patient proceeds with care.