Custodial Customer Representative

ESSENTIAL DUTIES AND RESPONSIBILITIES:
• Answer incoming calls professionally.
• Verify and update patient demographics with each patient related call as needed.
• Screen callers to determine caller’s needs.
• Schedule, cancel, confirm or reschedule appointments according to the scheduling guidelines.
• Transfer calls to the clinics according to protocol.
• Answer caller questions according to protocol.
• Take and forward messages to the appropriate party.
• Provide exceptional customer service to all callers.
• Maintain cultural sensitivity when dealing with customers and coworkers.
• Respond to customer inquiries.
OTHER DUTIES AND RESPONSIBILITIES:
• Maintain a safe work environment by remaining informed of and compliant with the clinic’s safety policies, and in particular by application of safe practices in area of own responsibility.
• Compliance:
o Knowledgeable of and compliant with laws and regulations governing area of responsibility.
o Responsible for reporting any potentially non-compliant conduct.
o Cooperate fully with our Compliance Officer in upholding our Compliance Plan
• Act as a team player in all work situations.
• Always consider “what is the right thing” when making a decision.
• Maintain a safe work environment.
• Look for ways to improve job quality and create a fun work atmosphere.
• Assist financial screeners with filing, copying and other office duties during lower call volume periods.
• Build collaborative relationships with NTMs, financial screeners and front desk staff through strong communication.
• May assist with training other Call Center Attendants.
• Performs other duties and responsibilities as requested.

Requirements A. Education / Experience:
• High School diploma or GED preferred.
• One year phone service preferred.
• One year medical facility preferred.

 Knowledge, skills and abilities:
• Fluent in both English and Spanish preferred.
• Good telephone etiquette and excellent keyboard skills
• Excellent grasp of call center guidelines, protocols and rules for scheduling and managing patients.
• Excellent interpersonal skills enabling the person to be able to react effectively and calmly in emergencies and within strict guidelines.
• The capacity to maintain the trust of the customers as well as customer confidentiality.