Customer Service Agent

Waterbury Hospital; Middlebury (CT); On-site; USD 32,000 - 42,000; Full time

Job summary

Waterbury Hospital is seeking a Customer Service Agent to handle a multi-line phone system, triage calls, schedule patient appointments, and take messages. You will serve as a liaison between callers and medical support to promote quality patient care and smooth clinic operations.

Responsibilities include verifying demographic information, informing patients about required documents, upholding privacy, and escalating urgent calls to physicians or the triage nurse as needed.

Qualifications

• High school diploma or GED required.
• Minimum 1 year of call center or multi-line system experience, preferably in a medical office.
• Excellent communication skills, both verbal and written.
• Ability to work in a fast-paced environment.
• Maintain patient privacy and confidentiality.

Responsibilities

• Answer multi-line telephone promptly and professionally.
• Schedule patient appointments accurately and inform callers of required items.
• Obtain and update patient demographics in the computer system.
• Provide patient-focused service and transfer calls appropriately.
• Escalate calls to physicians or triage staff when needed.
• Contact patients to confirm or reschedule appointments.
• Maintain electronic health records and scheduling policies.
• Protect patient privacy.
• Perform routine automated functions within job responsibilities.

Skills

Strong phone skills

Computer skills

Medical office processes

Verbal and written communication

Organizational skills

Adaptability

Privacy & confidentiality

Insurance knowledge

Education

High school diploma or GED

Tools

EMR/EHR systems

Scheduling software

Multi-line phone system

Job description

Scope of Position

The Customer Service Agent is responsible for answering a multi‑line telephone, triaging calls, scheduling appointments, and taking messages. The Customer Service Agent serves as a liaison between the caller and medical support or other staff to facilitate the smooth running of the healthcare environment and promote the delivery of quality patient care.

Duties and Responsibilities

• Answers multi‑line telephone promptly, and in a polite and professional manner.
• Schedules patient appointments correctly, ensuring the removal of any error by reviewing appointment date, time, location, and provider name with the caller. Informs caller of items to bring to the appointment and reminds them of the cancellation/no‑show policy and to arrive 15–30 minutes early for paperwork.
• Obtains accurate, pertinent patient demographic information and updates the computer system as necessary.
• Provides a patient‑focused service and a positive impression of the organization to patients or other individuals who call into the call centre by answering questions, transferring calls to the appropriate person/departments, and taking thorough messages.
• Uses sound judgment in handling calls, especially with upset patients, and understands when to escalatethe call to physicians, a manager, or the triage nurse.
• Contacts patients as required to confirm, cancel, or re‑schedule appointments.
• Mails necessary forms to new patients for completion prior to appointment.
• Maintains operations by following and remaining updated and current on the electronic health record and appointment scheduling systems and office policies and procedures.
• Maintains patient privacy by keeping all patient information confidential.
• Performs automated functions that fall within job responsibility.

Knowledge and Abilities

• Strong phone and computer skills with working knowledge of practice‑based medical office processes and procedures.
• Must have a pleasant phone manner and superb communication skills (verbal and written).
• Ability to work well in a fast‑paced environment.
• Knowledge of insurance guidelines.
• Knowledge of medical information and electronic medical records/systems.
• Ability to organize and prioritise work as required.
• Ability to adjust to changes.

Minimum Requirements

High school diploma or GED required.

At least one year of current call centre or multi‑line/automated system experience, preferably in a medical office setting.

Environmental And Working Conditions

Work is performed in an office environment and involves frequent contact with staff at times.

Physical And Mental Demands

Requires prolonged sitting, some standing, bending, stooping, and stretching. Requires corrected vision and hearing to normal acuity. Requires eye‑hand coordination and manual dexterity sufficient to operate a telephone, keyboard, photocopier, and other office equipment.

Disclaimer

The above statements are intended to describe the general nature and level of work being performed by people assigned to this classification. They are not to be construed as an exhaustive list of all responsibilities, duties, and skills required of personnel so classified. All personnel may be required to perform duties outside of their normal responsibilities from time to time, as needed.