Communication Center Operator

Borinquen Health Care Center, Inc; Miami (FL); On-site; USD 36,000 - 48,000; Full time

Benefits offered by this job

Medical

Dental

Vision

Short Term Disability

Job summary

Borinquen Health Care Center, Inc is seeking a Communication Center Operator in Miami, FL to handle high-volume inbound and outbound calls, verify services, and assist callers with registration and scheduling. The role requires strong communication and computer skills and a professional demeanor.

The operator will transfer calls, update patient information, and conduct courtesy calls to ensure patient satisfaction while maintaining adherence to policies.

Qualifications

• Good phone etiquette and excellent listening skills.
• Strong written, analytical, persuasive and interpersonal skills.
• Strong verbal communication skills; courteous and professional.

Responsibilities

• Answer inbound and make outbound calls in a high-volume call center and collect vital information to complete registration; transfer calls to the appropriate department.
• Conduct courtesy calls to end users to ensure patient satisfaction with service provided.
• Schedule provider appointments by coordinating panel availability.
• Update patient information (insurance, address, phone, email) across multiple web portals.
• Handle upset/angry callers professionally and escalate to a supervisor when necessary.
• Identify concerns and communicate them to supervisors in a constructive manner.
• Ensure customer service levels meet company standards.
• Record demographics, insurance and billing codes into systems and verify signatures and forms.
• Counsel patients and families regarding financial issues such as insurance and eligibility for assistance.

Skills

Phone etiquette

Active listening

Verbal communication

Written communication

Analytical skills

Interpersonal skills

Education

High school diploma or equivalent

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

3 days ago Requisition ID: 6816

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 escalate 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