Call Center Representative

PRIMARY PURPOSE

The Call Center Representative provides direct service to patients providers and other support staff. They are often the first and last person a patient interacts with at Lorain County Health & Dentistry and therefore play an integral role in managing the overall patient experience. Call Center Representatives are expected to work closely with providers and other staff members and function as a team player to meet and exceed the needs of the patient.

EDUCATION AND CERTIFICATION REQUIREMENTS

• Must have a high school diploma or GED.

SKILL AND EXPERIENCE REQUIREMENTS

• Previous experience as a receptionist secretary or call center representative in a medical setting is preferred.
• Experience in patient scheduling preferred.
• Must be able to demonstrate computer knowledge including: basic Microsoft Office and the ability to navigate and manipulate multiple software applications in a single session.
• Knowledge of medical terminology preferred.
• Ability to maintain a calm and professional demeanor and communicate enthusiastically with patients.
• Ability to be responsive in working with a culturally- diverse patient population.
• Ability to independently coordinate multiple tasks.
• Ability to work cooperatively with others.
• Bilingual Spanish speaking is a plus.

ESSENTIAL FUNCTIONS

• Answer phones and route calls and messages to providers and other staff members efficiently.
• Schedule patient appointments in accordance with guidelines.
• Update the Practice Management System (PMS) with accurate patient addresses phone numbers and insurance information.
• Perform patient scheduling by completing accurate phone discussions to obtain demographic insurance financial and appointment related information.
• Build positive relationships with internal and external customers/patients.
• Prioritize and multi-task to meet the demands of a busy office including answering a high-volume of phone calls.
• Demonstrate professional phone etiquette and take complete and accurate phone messages.
• Must maintain accurate records.
• Comply with HIPAA guidelines as all times

PHYSICAL DEMANDS

• Extensive use of computer and telephone.
• Some lifting of supplies and equipment up to 50 lbs.
• 20% walking or standing 80% sitting at a desk.
• Category II re: exposure to blood bodily fluids and communicable diseases.

BENEFITS

• Excellent Training and Orientation Program
• Paid Holidays
• Generous Paid Time Off (PTO)
• Health Dental and Vision Insurance
• Prescription Coverage
• Employer Paid Life Insurance
• Employer Paid Short- and Long-Term Disability
• 401(k) Retirement Plan
• Giving back outreach and true advocacy to the patient community we serve.

Lorain County Health & Dentistry (LCH&D) values diversity and is committed to equal opportunity of all person regardless of age color disability ethnicity marital status national origin race religion gender identity sexual orientation veteran status or any other status protected by law.

LCH&D is committed to the full inclusion of all qualified individuals. As part of this commitment LCH&D will ensure that all persons with disabilities are provided reasonable accommodations for the hiring process. If an accommodation is needed please contact the LCH&D Human Resources Department at