Communication Center Operator

Borinquen-Health-Care-Center,-Inc; Miami (FL); On-site; USD 32,000 - 42,000; Full time

Job summary

Borinquen Medical Centers in Miami, FL, is hiring a full-time Communication Center Operator to handle inbound/outbound calls, register patients, and schedule appointments. You will update records, assist with insurance questions, and maintain courteous service with callers.

Under supervision, you will transfer calls to the right department, verify services, and escalate issues when needed. Basic computer skills required; HS diploma accepted.

Qualifications

• High school education or equivalent required.
• Good phone etiquette and excellent listening skills.
• Strong written, analytical, persuasive and interpersonal skills.
• Strong verbal communication and courteous professional approach.

Responsibilities

• Answer inbound and make outbound calls in a high-volume call center, with computer input during calls, collect vital information to complete registration; transfer calls to the appropriate department.
• Conduct introduction calls to verify/confirm services needed.
• Schedule provider appointments by coordinating panel availability.
• Update patient information across multiple web portals (insurance, address, phone, email).
• Conduct courtesy calls to end users to ensure patient satisfaction.
• Handle upset callers professionally and escalate when necessary.
• Identify concerns and communicate them to supervisors in a constructive, solution-oriented manner.
• Ensure customer service levels meet company standards.
• Escalate calls or emails through proper channels when required.
• Counsel patients and families regarding financial issues such as insurance eligibility and sliding fee scales.
• Record patient demographics, insurance, and billing codes into systems; research missing information on intake forms.
• Schedule patient appointments for treatment.

Skills

Phone etiquette

Listening skills

Written communication

Verbal communication

Interpersonal skills

Analytical skills

Persuasive skills

Customer service

Education

High school diploma

Tools

MS Word

Excel

Job description

If you are unable to complete this application due to a disability, contact this employer to ask for an accommodation or an alternative application process.

Communication Center Operator

Full Time Miami, FL, US

Borinquen Medical Centers is based in Miami, Florida and is seeking to hire a full-time Operator to join our team. Under the direct supervision of the Communication Center Manager, Operators will transfer calls to correct destination and assist callers as needed. Answer inbound and make outbound calls in a high volume call center, with computer input during calls, collect vital information patient to complete registration. Transfer calls to the appropriate department whenever necessary. Conduct introduction calls to verify/confirm services needed. Schedule provider appointments by coordinating panel availability.

TASKS AND RESPONSIBILITIES

• Answer inbound and make outbound calls in a high-volume call center, with computer input during calls, collect vital information patient to complete registration; Transfer calls to the appropriate department whenever necessary.
• Conduct introduction calls to verify/confirm services needed.
• Schedule provider appointments by coordinating panel availability.
• Update patient information (insurance, address, phone, email i.e.) regularly through multiple web portals.
• Conduct courtesy calls to end users to ensure patient satisfaction with service provided.
• Effectively deal with upset/angry callers; understand the importance of maintaining a professional attitude when handling all calls and escalates to a supervisor/manager when necessary; Use the most appropriate means to communicate with different personality types on the telephone and within the workplace.
• Identify and communicate concerns, problems and challenges to supervisor(s)/manager(s) in a positive, constructive and solution orientated manner.
• Ensure customer service levels are in line with company standards.
• Handle all task and requests quickly and efficiently; Escalate calls/send emails through the proper channels if required.
• Counsels patients and families regarding financial issues such as insurance, eligibility for assistance, sliding fee scales, verifies insurance coverage with insurance companies.
• Records patient demographic, insurance, and billing codes into registration and billing system; researches missing information on intake forms; obtains signatures and release forms.
• Schedules patient appointments for treatment.

REQUIREMENTS

• Good phone etiquette and excellent listening skills; Strong written, analytical, persuasive and interpersonal skills.7. Strong verbal communication skills; a courteous and professional approach.
• Ability to maintain composure under stressful and/or possible agitating working conditions.
• Basic computer skills are required – working knowledge of MS Word and Excel/
• High school education or equivalent required

BENEFITS

• Medical/Dental/Vision/Short Term Disability