Healthcare Call Center Agent - Patient Scheduling

City of Hope; Freehold (NJ); On-site; USD 26,000 - 46,000; Full time

Job summary

City of Hope in Freehold, NJ is seeking a Call Center Representative to handle inbound/outbound calls, provide information on products, services, and policies, and assist with patient registration and insurance verification.

The role requires excellent customer service, HIPAA awareness, and the ability to work in a fast-paced healthcare environment; prior call center experience preferred; bilingual is a plus.

Qualifications

• High School diploma or GED required.
• Prior call center or customer service experience preferred.
• Strong written and verbal English communication.
• Ability to work in a fast-paced healthcare environment.

Responsibilities

• Answer incoming calls and respond to customer inquiries in a professional and courteous manner.
• Make outbound calls to follow up with customers, conduct surveys, or provide information as needed.
• Provide accurate information regarding products, services, policies, and procedures.
• Handle and resolve customer complaints or elevate issues to the appropriate department.
• Maintain a positive and empathetic approach when dealing with customers.
• Schedule and accurately complete full registration for patients requesting appointments while adhering to policies and procedures regarding appointment scheduling and registration processes.
• Verification of insurance information, verification of benefits and insurance referral information.
• Adhere to HIPAA standards related to patient privacy and confidentiality.
• Notify appropriate parties of the appointment time, referral criteria, insurance verification, and prior authorization requirements.
• Identify customer needs and provide appropriate solutions.
• Work collaboratively with other departments to address customer concerns effectively.
• Meet or exceed key performance metrics, including call handling time, customer satisfaction, and resolution rates.
• Comply with company policies and standards.

Skills

Customer service

Call center

Communication skills

Bilingual

Problem solving

Education

High School diploma or GED

Job description

City of Hope in Freehold, NJ is seeking a Call Center Representative to handle inbound/outbound calls, provide information on products, services, and policies, and assist with patient registration and insurance verification.

The role requires excellent customer service, HIPAA awareness, and the ability to work in a fast-paced healthcare environment; prior call center experience preferred; bilingual is a plus.