Clinical Call Center Representative Urology (Medical Assistant)

Brown University Health; Providence (RI); On-site; USD 25,000 - 41,000; Full time

Job summary

Brown University Health seeks a Clinical Call Center Representative in Providence, RI to provide exceptional patient-facing support. You will be the first point of contact, handling calls, scheduling appointments, and guiding patients through basic inquiries with empathy and professionalism.

You will maintain accurate records in the EMR, relay information to healthcare staff, and escalate issues as needed. The role requires clear communication, medical terminology knowledge, and the ability to

Qualifications

• Previous call center experience preferred.
• Medical terminology knowledge.
• Ability to communicate appropriately and effectively.
• Ability to establish and maintain professional relationships with patients, physicians, supervisors and peers.

Responsibilities

• Receive and respond to a high volume of customer inquiries through phone, email, or other communication channels.
• Provide accurate and relevant information to customers regarding medical products, services, billing and technical support.
• Maintain patient records and update them accurately in the EMR system.
• Elicit and record patient information and inquiries following established protocols.
• Provide information about healthcare services, confirm insurance details and route calls to appropriate healthcare staff.
• Resolve customer complaints and concerns in a timely and professional manner.
• Collaborate with other team members, as appropriate, to address complex customer inquiries.
• Stay updated with product information, medical terminology and industry regulations.
• Advocate on behalf of callers to ensure their needs are met and promote optimal patient experience.
• All other job duties as assigned within the scope of a call center representative.

Skills

Call center experience

Medical terminology

Communication skills

Professional demeanor

Education

High school diploma or GED

Medical Assistant Program certification preferred

Job description

Summary

The Clinical Call Center Representative is responsible for providing exceptional customer service and support. This role will act as the first point of contact for callers, providing efficient customer relationship management. It will involve scheduling patient appointments, managing patient inquiries, and facilitating communication between patients and healthcare staff. This role needs to demonstrate strong interpersonal skills, empathy, and the ability to work effectively and efficiently in a high-stress environment.

Summary

The Clinical Call Center Representative is responsible for providing exceptional customer service and support. This role will act as the first point of contact for callers, providing efficient customer relationship management. It will involve scheduling patient appointments, managing patient inquiries, and facilitating communication between patients and healthcare staff. This role needs to demonstrate strong interpersonal skills, empathy, and the ability to work effectively and efficiently in a high-stress environment.

Principal Duties And Responsibilities

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.

• Receive and respond to a high volume of customer inquiries through phone, email, or other communication channels.
• Provide accurate and relevant information to customers regarding medical products, services, billing and technical support.
• Maintain patient records and update them accurately in the EMR system.
• Elicit and record patient information and inquiries following established protocols.
• Provide information about healthcare services, confirm insurance details and route calls to appropriate healthcare staff.
• Resolve customer complaints and concerns in a timely and professional manner.
• Collaborate with other team members, as appropriate, to address complex customer inquiries.
• Stay updated with product information, medical terminology and industry regulations.
• Advocate on behalf of callers to ensure their needs are met and promote optimal patient experience.
• All other job duties as assigned within the scope of a call center representative.

Education

• High school diploma or GED
• Graduate of a Medical Assistant Program, certification preferred.

Experience/Skills

• Previous call center experience preferred.
• Medical terminology knowledge
• Knowledge of common safety hazards and precautions necessary to maintain a safe work environment.
• Ability to communicate appropriately and effectively.
• Ability to represent the organization and serve customers in a professional manner and the ability to establish and maintain effective, professional working relationships with patients, physicians, supervisors and peers.

Supervisory Responsibility

None.

Pay Range

$18.13-$29.90

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

195 Collyer Street - N/A Providence, Rhode Island 02903

Work Type

M - F 8am - 5pm

Work Shift

Day

Daily Hours

8 hours

Driving Required

No