Call Center Contact Associate

Brown University Health; Providence (RI); On-site; USD 24,796 - 35,569; Full time

Job summary

Brown University Health in Providence seeks a dedicated professional to schedule patients and manage customer service at their practice. Responsibilities include accurately registering patients, scheduling appointments, and handling a high volume of phone calls while ensuring excellent service and patient confidentiality.

The ideal candidate will possess a high school diploma, excellent data entry skills, and familiarity with customer service principles. The position is a full-time role, adhering to a Monday to Friday work schedule.

Qualifications

• Proficient in relevant computer applications.
• Ability to handle stressful situations appropriately.
• Bi-lingual is preferred but not required.

Responsibilities

• Accurately register patients and schedule appointments.
• Manage large volumes of inbound and outbound calls.
• Resolve problems and implement solutions.
• Maintain records of all customer interactions.
• Communicate effectively with patients and medical staff.

Skills

Customer service practices

Data entry

Typing skills

Interpersonal skills

Computer applications

Education

High school diploma or GED

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.
• Keeps 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

LPG-Providence-2 Dudley St - 2 Dudley St Providence, Rhode Island 02905

WORK TYPE

M-F 8:30am- 5:00pm

WORK SHIFT

Day

DAILY HOURS

8 hours

DRIVING REQUIRED

No