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Contact Center Agent
Department: The Medical Group
Schedule: Irregular Part-time
Shift: Day shift
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.



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



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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