Job Information
Zufall Health Center Call Center Representative in Dover, New Jersey
Call Center Representative
Dover, NJ, USA
Req #10905
Friday, July 5, 2024
Welcome to Zufall Health!
Call Center Representative
The Call Center Representative uses their knowledge of health center services and policies to assist patients with scheduling appointments, complaints and/or problems and any other miscellaneous inquiries. They speak with patients/the public and listen to them to gain a better understanding of their needs and offer information and possible solutions. The Call Center Representative will handle a high volume of inbound calls and should always maintain a positive attitude each caller. Most importantly, the Call Center Representative supports the mission and vision of the Zufall Health Center.
Essential Functions, Duties and Responsibilities
Consistently adheres to all departmental policies and procedures and maintains compliance with all rules and regulations as required by Zufall Health, HIPAA, NJ state Ambulatory regulations, Medicare and Medicaid, and any other legal requirements.
Conducts all aspects of the job in a professional and ethical manner
Works as a team with little supervision and uses available resources for problem resolution as indicated by circumstance or need
Maintains high level of confidentiality
Works collaboratively with team members to assure the optimal outcomes of care and service
Utilizes departmental resources prudently and appropriately
Uses communication methods that create and foster a positive image of the organization, upholding the values of Zufall Health Center
Communicates appropriately both verbally and in writing; uses appropriate mechanisms for identifying and resolving work related issues
Always keeps Manager/Supervisor informed of work-related issues
Performs any additional duties as determined by Manger/Supervisor
Specific Duties: Interaction with Patients
Answers the telephone promptly when calls are presented
Efficiently manages large amounts of inbound calls
Greets callers in a pleasant and helpful manner
Assists patients with making appointments
Responds to inquiries from callers and provides the best information available
Engages in active listening with callers, confirming or clarifying information and diffusing angry callers, as needed
Reminds patients of items needed to bring for their visit
Communicates with the medical staff regarding patient’s visits/concerns
Identify and escalate issues to Manager/Supervisor
Route calls to appropriate sources
Document all call information according to standard operating procedures
Follow-up customer voicemails where necessary
Keep appearance neat and clean using business casual attire
Maintains patients’ confidentiality in compliance with HIPAA and other federal, state and local regulations as stated in the ZHC policies and procedures manual
Answers inquiries of patient’s via telephone regarding regulations and services; when necessary, refers inquiries to appropriate person or department
Reads, writes, speaks, understands, and communicates in English and Spanish sufficiently to perform the duties of this position
Minimum Requirements
Reads, writes, speaks, understands, and communicates in English and Spanish sufficiently to perform the duties of this position
As a condition of employment, we require that all staff are fully vaccinated against flu. Therefore, if hired during flu season (typically between September-May), all new employees need to be fully vaccinated against flu and are required to provide documentation of receiving flu vaccines upon hire.
Zufall Health an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity or expression, national origin, disability status, medical conditions related to pregnancy or childbirth, protected veteran status, or any other characteristic protected by law. Thank you for taking the time to apply!
Other details
Job Family Non-Clinical
Pay Type Hourly
Min Hiring Rate $16.00
Max Hiring Rate $18.55
Job Start Date Friday, July 5, 2024
Dover, NJ, USA
<