Call Center Contact Associate

Brown University Health; Providence (AL); On-site; USD 25,000 - 36,000; Full time

Job summary

Brown University Health in Providence, RI seeks an organized patient scheduling clerk to effectively schedule patients into the practice management program, while upholding scheduling guidelines and delivering exceptional customer service. You will receive and generate appointment requests by phone, create complete patient accounts with demographic and insurance data, and maintain accurate EMR records.

You will handle high call volumes and coordinate with patients, staff and providers with

Qualifications

• High school diploma or GED required.
• Experience in customer service and data entry essential.
• Proficient typing and accurate data input.
• Clear spoken English; bilingual preferred.
• Ability to maintain confidentiality and professionalism.

Responsibilities

• Accurately register patients and schedule appointments following established schedule templates.
• Manage large volumes of inbound and outbound calls in a timely manner.
• Resolve problems by clarifying issues; researching and exploring answers and alternative solutions; implementing solutions; escalating unresolved problems.
• Maintain proper record of all interactions with customers in EMR for tracking purposes.
• Serve as a central link of communication between patients, medical staff, and the general public.
• Operate computer and IT equipment properly.
• Keep equipment operational by following established procedures; reporting malfunctions.

Skills

Customer service

Data entry

Typing

English communication

Bilingual (preferred)

Education

High school diploma or GED

Tools

EMR systems

Job description

SUMMARY

Effectively schedule patients into the practice management program respecting the scheduling guidelines for each provider and providing the utmost in customer service to our patients. Politely receive and generate phone calls for appointment requests and create complete patient accounts: demographic and insurance information. Highly organized in working referral lists to ensure timely scheduling of appointments. Expert handling of patient issues with excellent customer service skills and patient confidentiality are mandatory.

Brown University Health employees are expected to successfully role model the organization’s values of Compassion, Accountability, Respect, and Excellence as these guide our everyday actions with patients, customers, and one another.

RESPONSIBILITIES

• Accurately register patients and schedule appointments following established schedule templates.


• Manage large volumes of inbound and outbound calls in a timely manner.


• Resolve problems by clarifying issues; researching and exploring answers and alternative solutions; implementing solutions; escalating unresolved problems.


• Maintain proper record of all interactions with customers in EMR for tracking purposes.


• Serve as a central link of communication between patients, medical staff, and the general public.


• Operate computer and IT equipment properly.


• Keep equipment operational by following established procedures; reporting malfunctions.

EDUCATION

• High school diploma or GED.

EXPERIENCE

• Proficient in relevant computer applications.


• Knowledge of customer service practices and principles.


• Excellent data entry and typing skills.


• Ability to handle stressful situations appropriately.


• Ability to speak clearly and concisely.


• Ability to read, understand, and follow oral and written instructions given in English.


• Bi-lingual is preferred but not required.


• Ability to establish and maintain effective working relationships with customers (patients, physicians, coworkers, supervisor, etc.).


• Ability to represent the organization and serve consumers in a professional manner and promote a positive image of the organization and its services.


• Interpersonal skills necessary to deal effectively with patients, their representatives, and other personnel/coworkers.

Pay Range

$18.00-$25.82

EEO Statement

Brown University Health is committed to providing equal employment opportunities and maintaining a work environment free from all forms of unlawful discrimination and harassment.

Location

Providence-208 Collyer Street - 208 Collyer Street Providence, Rhode Island 02904

Work Type

M-F 8:30am-5pm

Work Shift

Day

Daily Hours

8 hours

Driving Required

No