Contact Center Associate I

SUMMARY:

The Call Center Associate I answers incoming calls from patients and referring doctors. The main responsibility is to get patients appointments scheduled efficiently and accurately.

ESSENTIAL FUNCTIONS:

To perform this job successfully an individual must be able to perform each essential function satisfactorily with or without accommodation. The requirements listed below are representative but not all inclusive of the knowledge skill and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential job functions.

• Serves as the first point of contact for new patients and referring doctors needing to schedule and reschedule appointments.
• Resolves caller needs including addressing complaints providing direction connecting patients with the clinics or doctors etc.
• Meets the established call center associate metrics for quality schedule adherence hold times call completion productivity and caller satisfaction.
• Maintains an appropriate professional appearance and demeanor in accordance with Company policies.
• Keeps commitments and keep direct supervisor informed of work progress timetables and issues.
• Maintains strict compliance with State Federal and other regulations (e.g. OSHA WC HIPAA ADA FEHA DOL HR policies and practices).
• Other duties as assigned by management.

REQUIRED: High School education GED or equivalent. 6 months of prior customer service experience.

DESIRABLE: Spanish speaking preferred. Medical experience preferred.

CERTIFICATES/LICENSES/REGISTRATIONS:

• N/A

KNOWLEDGE/SKILLS/ABILITIES/TALENTS:

• Ability to be courteous to fellow coworkers in person/over the phone.
• Ability to have patience and empathy on the phone while speaking to patients.
• Ability to respond to common inquiries from customers staff vendors or other members of the community.
• Ability to draw valid conclusions apply sound judgment in making decisions and to make decisions under pressure.
• Ability to interpret and apply policies and procedures.
• Must address others professionally and respectfully by actions words and deeds.
• Detail oriented organized process focused problem solver selfmotivated proactive customer service focused.
• Ability to multitask effectively and work in a fast paced and sometimes ambiguous environment without compromising quality of work.
• Ability to prioritize tasks and projects with limited direction while understanding and contributing to the success of the clinic.
• Ability to identify and escalate issues appropriately and professionally.

WORK ENVIRONMENT:

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job.

• This is primarily an office classification. Temperature conditions are controlled with limited direct exposure to hazardous physical substances. The noise level in the work environment is usually low to moderate.
• While performing the duties of this job the employee is regularly required to sit stand walk handle or feel reach with hands and arms see talk and hear. The employee will frequently lift and/or carry reports records and other materials that typically weigh less than 20 pounds. The employee is occasionally required to stoop kneel bend or crouch.
• Finger dexterity is needed to access enter and retrieve data using a computer keyboard calculator and other standard office equipment.

All of the information contained herein reflect general details as necessary to describe the principal functions of this classification the level of knowledge and skill typically required and the scope of responsibility but should not be considered an allinclusive listing of work requirements. Management reserves the rights to add modify change or rescind the duties and/or work assignments of all positions without advanced notice and to make reasonable accommodations so that qualified employees can perform the essential functions of the job.

Notwithstanding any of the foregoing described job responsibilities employee shall not engage in activities that constitute the practice of ophthalmology as prohibited under applicable law. Employee shall neither exercise control over nor interfere with the clinicianpatient relationship. Clinicians shall have sole responsibility for all professional services provided to patients.