Contact Center Agent | Patient Contact Center| Full Time | Days

Concord Hospital; Concord (NH); On-site; USD 36,000 - 48,000; Full time

Job summary

Concord Hospital is seeking a Call Center Agent to serve as the primary contact for patients and families. You will schedule appointments, update insurance information, and assist with medication refills in a fast-paced, supportive environment.

The role emphasizes empathetic customer service, accuracy, and teamwork within a hospital setting, with opportunities to coordinate care across departments and improve patient access to services.

Qualifications

• High School diploma or GED required.
• Excellent communication skills.
• Ability to handle high call volumes with professionalism.
• Experience or familiarity with medical terminology is a plus.

Responsibilities

• Answer incoming calls and triage appropriately.
• Schedule appointments in the electronic medical record.
• Obtain and verify insurance and demographic information.
• Assist with medication refills and patient portal enrollment.
• Provide empathetic, patient-centered service.

Skills

Communication

Problem solving

Attention to detail

Independently works

Customer service

Typing speed

Medical terminology knowledge

EMR software

Telephone etiquette

Education

High School diploma or GED

Tools

Electronic Medical Records (EMR)

Medical office software

Job description

Summary

Under the general supervision of the Call Center Manager or the Assistant Manager, the Call Center Agent performs a variety of call center tasks such as scheduling appointments, updating insurance information, and assisting patients with medication refills. The Call Center Agent is the primary access point for patients and their families and is responsible that the patient receives timely, empathetic and compassionate customer service.

Education

High School degree or General Educational Development equivalency required; demonstrated customer service ability to interact with the public, staff and patients preferred.

Certification, Registration & Licensure

None required.

Experience

Excellent communication skills Ability to problem solve Demonstrates accuracy and attention to detail Ability to thrive in a self-directed, work environment Ability to handle a high call volume environment while maintaining professionalism and high performance Strong computer and keyboard skills required (Words per minute will be asked upon interview) Knowledge of medical office and hospital operations a plus Familiarity with medical terminology a plus.

Responsibilities

• Answer incoming calls and triage appropriately
• Schedule appointment in the electronic medical record
• Contributes to individual and team goals by maintaining: 11.7 calls per hour, 5% or below daily abandonment rate and answering calls on average in 2 minutes or less.
• Schedules, confirms or reschedules patient appointments.
• Promotes Patient Portal enrollment.
• Welcomes and coordinates intake of patient information for new and existing patients, and creates and maintains medical records.
• Obtains and verifies insurance and demographic information.
• Reconciles work lists and reports.
• Facilitates patient care between primary, specialty, and ancillary services.
• Supports a culture of “yes” In support of a patient centered medical home.
• Works independently and within a team on special, nonrecurring and ongoing projects.
• Coordinates multiple aspects of projects, events, and other complex activities.
• Performs other duties as assigned.

Concord Hospital is an Equal Employment Opportunity employer. It is our policy to provide equal opportunity to all employees and applicants and to prohibit any discrimination because of race, color, religion, sex, sexual orientation, gender, gender identity, national origin, age, marital status, genetic information, disability or protected veteran status. Know Your Rights: Workplace Discrimination is Illegal Applicants to and employees of this company are protected under federal law from discrimination on several bases. Follow the link above to find out more. If you are an individual with a disability and require a reasonable accommodation to complete any part of the application process, you may contact Human Resources at 603-230-7269.

The physical demands and characteristics of the work environment described here are representative of those that will be encountered by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. The Dictionary of Occupational Titles Material Handling Classification is LIGHT. The employee must regularly lift, carry or push/pull less than 10 pounds, frequently lift, carry or push/pull up to 10 pounds, and occasionally lift, carry or push/pull up to 20 pounds.

While performing the duties of this job, the employee is regularly required to do fine motor, do repetitive motion, hear, reach, sit, and speak. The employee is frequently required to bend, and walk. The employee is occasionally required to kneel, squat, and stand. Specific vision abilities required by this job include color vision, depth perception, far vision, near vision, and peripheral vision. The employee is occasionally exposed to airborne pathogens. The noise level in the work environment is usually moderate.

Concord Hospital (CH) is a nationally-accredited, progressive regional health system. Over the past two decades, CH has evolved from a community hospital to a $550 million net revenue regional integrated health system with more than 4,700 employees, leaders and clinicians who are talented, mutually supportive, and community centered in helping the organization meet its community mission. CH has sophisticated clinical and management practices. The organization consistently performs among the top ten percent of national organizations and has received many national accolades (e.g., most wired, Press Ganey's summit award).

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