Call Center Representative

Talentify; Buffalo (NY); On-site; USD 24,000 - 29,000; Full time

Job summary

Talentify is seeking a Call Center Representative to provide exceptional patient service and perform administrative and clinical support tasks. You will handle patient calls, verify information, and assist in care coordination, while ensuring HIPAA compliance and data confidentiality.

The role emphasizes accurate documentation and collaboration with care teams. The position requires at least 1 year in healthcare customer service, proficiency with Microsoft Office, and a willingness to work

Qualifications

• High school diploma or GED equivalent.
• 1+ year of experience delivering high-level customer service in healthcare or call center.
• Computer literate and proficient in Microsoft Office.
• Associate's degree in a related field preferred.
• Knowledge of medical terminology preferred.
• 3+ years of customer service experience preferred.
• 3+ years of healthcare experience preferred.
• Proficient with an Electronic Health Record system preferred.

Responsibilities

• Handle inbound and outbound calls with personalized service to patients.
• Document and report customer feedback to improve patient experience.
• Schedule appointments and perform pre-registration tasks, verify demographics and insurance.
• Discern when triage by clinical staff is necessary.
• Coordinate patient information while maintaining confidentiality per HIPAA.
• Contribute to care teams with care coordination services.
• Participate in Quality Improvement and Quality Assurance activities.
• Track and log patient information.
• Attend meetings as required.
• Perform other relevant duties as assigned.

Skills

Customer service

Education

High School Diploma or GED

Associate's degree

Tools

Microsoft Office

Job description

Job Summary

The Call Center Representative plays a crucial role in providing exceptional customer service and ensuring patient satisfaction. They must possess excellent interpersonal skills to effectively communicate with patients and address their needs. The primary function of the Call Center Representative is to complete administrative and clinical support tasks to ensure a positive customer experience.

Responsibilities

• Handle inbound and outbound calls in a polite manner, providing personalized customer service to patients.
• Document and report customer feedback to improve the patient experience.
• Schedule appointments and perform pre-registration tasks, including verifying demographic and insurance information.
• Discern when triage by clinical healthcare staff is necessary.
• Coordinate patient and information flow while maintaining patient confidentiality in compliance with HIPAA laws.
• Contribute to patient care teams by providing care coordination services.
• Participate in Quality Improvement and Quality Assurance activities as needed.
• Track and log patient information.
• Attend meetings as required.
• Perform other relevant duties as assigned.

Qualifications

• High school diploma or GED equivalent.
• At least 1 year of experience delivering high-level customer service in a healthcare setting or call center.
• Computer literate and proficient in Microsoft Office.

Preferred Qualifications

• Associate's degree in a related field.
• Comprehensive knowledge of medical terminology.
• At least 3 years of experience delivering high-level customer service.
• At least 3 years of relevant healthcare experience.
• Proficient with an Electronic Health Record system.

Physical Requirements

The position requires sitting, standing, walking, bending, and stooping. There may be significant job stress associated with the role, and evening and/or weekend work may be required. The position may involve lifting, pushing, pulling, and carrying up to ten pounds.

Pay

The salary range for this position is $17.61 to $21.05 per hour.

Union Affiliation

This position is represented by United Healthcare Workers East, Local 1199.