The Clinic Call Center Representative is the first point of contact at the Corvallis Clinic to help find solutions to questions and various inquiries that impact patient care and our clinical staff. This position is responsible for handling incoming, outgoing, and inter-office calls in a timely and efficient manner. The primary function of this role is to identify and handle customer inquiries completely and accurately by utilizing customer service skills to optimize the opportunity of each customer contact.
Will participate and maintain a culture within The Corvallis Clinic consistent with the content outlined in the Service and Behavioral Standards Caregiver Handbook. To this end, employee will be expected to read, have familiarity, and embrace the principles contained within.
Take inbound calls, handles routing of calls/tasks, books appointments, and verifies patient insurance coverage. Provide excellent customer service as a representative of the Corvallis Clinic.
Responsible for making patients and their needs a primary focus. Ensure efficient and prompt responses to inquiries. Cultivate positive and productive patient relationships with the Corvallis Clinic.
Utilize system policies and procedures to try and meet patient's needs and seek information to recognize patient preferences and facilitate solutions to patient problems.
Communicate effectively with customers, staff, and Providers.
Ability to establish and maintain effective working relationships within the department and with clinical staff as required by the duties of the role
Contact medical office staff or provider promptly when an acutely ill patient calls in.
Maintain confidentiality of the Corvallis Clinic's customers and data.
Use technology tools as directed and within established guidelines.
Education, licensure, and experience:
High school diploma or equivalent required.
One year experience in high-volume customer service focused call center required, which includes demonstrated leadership, problem solving and organizational skills (healthcare or hospitality industries preferred).
Experience or training with computer applications required.
Experience or training with medical/insurance terminology preferred.
Candidates with healthcare related experience preferred
Experience or willingness to learn proficiency in the use of telecommunications hardware, software, and PBX platform as well as multiple IT applications
Eagerness to contribute to responsibilities that will impact patient care through a positive, customer service-based approach and solutions-based mindset
Knowledge and skills:
Must have working knowledge of the Referral process.
While performing the duties of this job, the employee is frequently required to sit, talk, and hear. The employee is occasionally required to walk; use hands and fingers to operate, handle, or feel objects, tools, or controls; and reach with hands and arms. Specific vision abilities required by this job include close vision and the ability to adjust focus.
This is a 100% remote position. Successful performance will require a designated space at home conducive to a productive work environment, quiet and without distraction, ensuring HIPAA rules and patient confidentiality is secure.
The Corvallis Clinic