Lead Call Center Representative

Clearway Pain; Montgomery (AL); On-site; USD 21,000 - 30,000; Full time

Job summary

Clearway Pain is seeking a Call Center Representative to provide courteous patient service by phone, gather demographics and insurance details, verify eligibility, and route requests to the appropriate care teams.

You will schedule appointments, triage high call volumes, maintain patient records, and assist with onboarding of new staff while upholding HIPAA and service standards.

Qualifications

• High school diploma or equivalent required.
• At least 3 years of related experience and/or training.
• Strong written and oral communication skills.
• Proficiency with Internet and MS Office software.
• Ability to multi-task and prioritize in a fast-paced environment.
• Knowledge of medical terminology and HIPAA compliance.

Responsibilities

• Answer phones with professional greeting and address patients' needs.
• Collect demographics and insurance information; verify eligibility.
• Schedule patient appointments for medical services.
• Triages a high volume of inbound calls and relays messages.
• Maintain patient medical records and documentation.
• Assist with onboarding and training of new staff.
• Escalate calls to appropriate recipient for resolution.

Skills

Communication skills

Multitasking

Attention to detail

Organization

Teamwork

Customer service

Problem solving

Education

High school diploma or equivalent

Tools

Microsoft Office

EMR experience

Job description

Under the direction of call center management,provides customer service via telephone to patients in need of care. Answers phones with a professional greeting and addresses the patients' needs, both professionally and efficiently. The CCR acts as primary conduit for the transmission of information between all company locations and callers. Responsible for obtaining patient demographics, insurance information, and medical histories. Duties include a high degree of patient, physician and pharmacist interaction; utilization of patient information; coordination of insurance documentation; creation of patient medical records; reading medical records for verification; and maintenance of practice schedules.

Essential Duties and Responsibilities:

• Performs job in accordance with Company mission, vision and goal.
• Exercises confidentiality in all areas, abiding by HIPAA rules and regulations.
• Provides professional and courteous customer/patient care, displaying knowledge of the treatment approach; displayed through professional phone etiquette.
• Accurately collects all required new patient information, including complete and accurate insurance data and verifies eligibility in real-time.
• Accurately provides patients with geographical directions to Company locations.
• Schedules patient appointments for applicable medical services.
• Triages a high volume of incoming telephone calls.
• Checks messages, as directed, and relays responses from the provider to the patient.
• Accurately describes, in detail, the reason for the patient call in the task.
• Expedites service in situations requiring urgent attention, as determined by management.
• Efficiently utilizes available resources to accurately and efficiently process necessary flows.
• Ensures first call resolution for all applicable calls. Escalates/routes appropriate calls/tasks to proper recipient(s) for resolution.
• Maintains high level of product and service knowledge.
• Maintains minimum quality standards, as determined by the Company.
• Conducts outbound calls, as needed.
• Communicates electronically with patients/customers via online portal or other Company communication methods.
• Assists with various administrative duties.
• Trains and onboards new Call Center Representatives.
• Ensures accurate and timely patient flow by all Call Center Representatives.
• Acts and a liaison between management and staff.
• In conjunction with the Quality and Training Manager, performs quality assurance for the call center. This may include listening to calls, assisting in developing quality improvement plans, and providing feedback to staff.
• Assists staff with escalation calls.
• Monitors call center staff break schedule.
• Participate in and complete all required trainings and in-services.
• Other duties as assigned.

Minimum Qualifications:

• High School Diploma, or equivalent.
• Three (3) years of related experience and/or training.
• Must have knowledge of Internet and Microsoft Office software (MS Word, MS Excel, MS PowerPoint, MS Outlook).
• Must have excellent written and oral communication skills.
• Must be able to work individually as well as within a team.
• Must be able to multi-task and prioritize.
• Must demonstrate extreme attention to detail.
• Must possess strong organization skills.
• Must be able to perform calculations, problem solve and use reasoning.
• Must have knowledge of medical practices and medical terminology.
• Must be able to meet predefined production and quality standards.
• Must be able to effectively manage and direct others.
• All staff are expected to have a strong desire to provide excellent customer service; to comply with the rules and regulations of those organizations to which we are accountable; to have high ethical and professional standards of conduct; and to have an attitude of wanting to continuously improve their own professional performance.

Preferred Qualifications:

• Three (3) years of prior experience working with an Electronic Medical Record (EMR).
• Three (3) years of call center experience in a medical practice.

Driving/Travel:

The employee must have reliable transportation. While the primary workplace may be closest to the employee’s home, work assignments could be in any of the Company’s locations.