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Contact Center Agent
Department: The Medical Group
Schedule: Irregular Part-time
Shift: Day shift
Hours:
JobCode:
Posted: Mar-11-2013
Job Details: - High school diploma or equivalent is required
- Experience is preferred

General Summary

Reporting to the Contact Center Operations Manager, the Contact Center Agent I answers phones timely and professionally, respond to patient inquiries, route calls to appropriate resource, and identify and escalate priority issues.

 

Education:

High school diploma or equivalent.  Prefer graduate of an accredited medical receptionist or similar program, or two years in a health care or customer service setting.

 

Minimum Work Experience

Two years working in general medical office or call center experience.  Clinic experience preferred

 

Certifications/Licenses

Preferred medical secretary or other medical technician/specialist certification by an accredited program.

 

Knowledge, Skills and Abilities

  • Knowledge of customer service principles and practices
  • Knowledge of clerical processes
  • Professional verbal and written communication skills
  • Proficient in relevant computer applications
  • Good keyboard skills
  • Negotiation skills
  • Basic reading, writing, and arithmetic skills
  • Obtain patient information by telephone
  • Problem solving
  • Spell medical terms correctly
  • Type 30 – 35 wpm
  • Performs other duties as requested by the supervisor.

 

Mental/Physical Requirements

Must be detailed oriented

Requires critical judgment

Works well under pressure

Works with others effectively

Motor skills for keyboarding

Productivity expectations (telephone calls/day)

Significant time spent sitting and using a computer

 

 

 

Work Environment

Typical call center setting, working closely with patients, providers, and staff (clinical and support staff). 

 

   
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