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Call Center Agent

Scarsdale Medical Group, LLP

This is a Full-time position in Harrison, NY posted July 13, 2021.

Call Center Agent: Job DescriptionSummary: This position is primarily responsible for handling a heavy volume of calls daily. The demands of this position require the employee to sit for long periods of time. This position is responsible for scheduling, cancelling, confirming, and rescheduling all appointments for Scarsdale Medical Group. In addition, this position includes identifying patient needs, triaging calls appropriately, providing information, and giving patients appointment instructions.* Agent must handle 150-300 incoming calls daily* Appointment scheduling for the entire practice* Rescheduling appointments* Cancellation of appointments* Confirming appointments* MyChart – appointment scheduling via Epic – MyChart requests (patient portal)* HIPAA compliant text communication with SMG call center, MD, and/or Hospital* Retrieve after-hours voicemail* Monitor company email daily* Entry & update of new or existing patient information in Epic software via phone* Obtain & review patient appointment history in both NextGen & Epic* Insurance verification* Knowledge of SMG policies, procedures, & guidelines* Knowledge of directions to all SMG & WPH locations, website, and other information* Monitoring of calls from Mitel communication (queue monitor)* Transfers calls to the proper department/person* Constant communication with physicians and clinical staff* Facilitates communication between patients and doctors, medical staff, and administrative staff.* Answers the emergency and procedure line* Monitors provider, diagnostic testing, radiology, and procedures appointment schedules* Performs other clerical duties as needed, such as filing, copying, scanning, etc.Other duties performed:The call center representative works in an office environment and spends a great deal of time on the computer. He / She interacts with patients and staff over the phone or in writing via e-mail or Epic software.* Demonstrates/articulates an understanding of the responsibilities of the position* Verbalizes and applies knowledge of current department Policies and Procedures* Attends staff meetings or equivalent, to update knowledge related to current department issues* Attends in-services as required/requested to update knowledge* Adheres to all SMG & WPH policies and procedures including dress code, code of conduct, customer service, and attendance.* Processes schedule accurately and completely, utilizing the Practice computer system* Prioritizes, organizes and manages a daily assignment within the normal work period* Follows up on scheduling conflicts, issues, etc.* Makes appropriate decisions regarding scheduling.* Communicates self-learning needs to Call Center Manager* Reports pertinent observations/findings to the appropriate personnel* Recognizes problem situations, sets priorities appropriately, offers feasible solutions, and initiates appropriate actions* De-escalating patient issues* Triaging calls appropriately* Always goes above & beyond to assist patients and staff to find a resolutionQUALIFICATIONS:To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The competencies/requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.COMPETENCIES/REQUIREMENTS:To perform the job successfully, an individual should demonstrate the following competencies/requirements:* Friendly, pleasant, and professional mannerisms* Attention to detail (detailed oriented)* Basic computer knowledge/technological skills- the person should be adept in using search tools, browsers and also email features; attaching files to correspondence, utilizing tracking and management features* Good verbal and written communication skills- fast and correct typing, ability to create grammatically correct responses without any spelling errors. The person should be able to quickly recognize signals of a disgruntled customer and be able to respond without getting angry* Professional communication is a must* Ability to comprehend, capture as well as interpret basic patient information* Ability to treat people with respect under all circumstances, instill trust in others besides upholding the values of the organization* Good judgment – ability to manage difficult patient situations, to respond promptly to the needs of the patient, solicit feedback to improve service, respond to requests for service/assistance* Ability to adapt to change, meet the changing demands of the work environment, any delays or other unexpected demands.* Punctuality* Dependability – to follow instructions as well as take responsibility for their actions and also keep commitments* Analyze the various parts of a problem properly and develop logical solutions* Quality management- look for means of improving as well as promoting quality* Ability to make efficient use of resources* High level of motivation* Ability to work well as part of a team- to exhibit objectivity and be open-minded towards the ideas and views of others, give as well as welcome feedback, contribute to building team spirit, aid others to succeed* Good social skills* Ability to speak clearly* Ability to meet tight deadlines* A sound knowledge of telephone etiquette* Typing abilities; 30-40 words per minuteEDUCATION AND/OR EXPERIENCE:High school; or one year of related experience and/or training; or equivalent combination of education and experience.LANGUAGE SKILLS:Ability to read and comprehend simple instructions, short correspondence, and memos. Ability to write professional correspondence. Ability to effectively present information in one-on-one and small group situations to patients, customers, clients, and other employees of the organization. Bilingual – Spanish speaking a plus.REASONING ABILITY:Ability to apply common sense understanding to carry out instructions furnished in written, oral, or diagram form. Ability to deal with problems involving several concrete variables in standardized situations.PHYSICAL DEMANDS:The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.While performing the duties of this job, the employee is regularly required to sit; use hands to finger, handle, or feel and talk or hear. The employee is frequently required to reach with hands and arms. The employee is occasionally required to stand; walk; climb or balance; stoop, kneel, crouch, or crawl and taste or smell.The employee must regularly lift and/or move up to 10 pounds.Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception and ability to adjust focus.WORK ENVIRONMENT:The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.The noise level in the work environment is usually moderate.