"Call Center Rep Inbound Inter"

Responds to a high volume of telephone inquiries about the school or clinic's services by following standard scripts and procedures. Investigates and resolves complaints. Uses a computer system to track questions and answers as well as enter or check the status of appointments. Applies some advanced skills to the position within assigned functional area. Duties and tasks are frequently nonroutine. Resolves most questions and problems, and refers only the most complex issues to higher levels. Works under minimal supervision. Under FLSA, incumbents in this position are nonexempt.

Telephone Triage (40%)

• Manage a high volume of telephone inquiries for Dentistry using standard scripts and procedures, resulting in the scheduling of appointments.
• Collects accurate and complete data for documentation of all customer interactions.
• Secures demographics, guardian and emergency contacts, guarantor and insurance coverage information
• Responds to inquiries submitted via email or electronic health record system.
• Transfer phone calls not handled by the centralized call center to the appropriate department

Appointment Setting (40%)

• Schedules appointments accurately and completes all pre-registration tasks (using the MiDent system-Future EPIC).
• Reschedules and/or cancels appointments; communicates with patients/families and departments/clinics as needed.
• Investigate and resolve issues related to appointments.
• Review daily work queues to ensure the accuracy of appointment information and completion of needed appointments.
• Explain the referral process if required and provide information on how to navigate the process to the patient.
• Schedule initial consult appointments
• Schedule referral patients or pre-doc clinic once a provider has been identified
• Send Registration link

Providing support resources to Patients (20%)

• Identify interpretation services as needed for appointments.
• Provides directions/maps, and parking instructions via email or hard copy
• Notifies appropriate leader, clinic or provider if is needed to resolve customer complaint/concern
• Perform a variety of miscellaneous job responsibilities pertinent to the workflow of the position.
• Receives complex questions and problems from peers and troubleshoots issues as they arise

Required Qualifications*

• High school diploma or GED
• 1+ year of work experience in a call center environment, patient scheduling, or health care registration.
• Competent in using technology such as handheld computers, word processing, data entry, spreadsheets, and email.
• Must be able to maintain confidentiality with respect to patient information.
• Must exhibit a professional and positive image and disposition when interacting with patients, departmental staff members, and allied health professionals.
• Excellent Acceptable attendance record

Desired Qualification*

• Experience working with Epic software.

This is a hybrid position, 8:00 a.m. to 5:00 p.m., Monday through Friday. Training will be on-site for a minimum of three weeks. Once you've successfully completed training, the position will be off-site, with a rotation to on-site work once a month. On-site anytime as needed.