Call Center Representative
Angel Kids Pediatrics, Jacksonville, FL, United States
Job Description
Call Center Representative
Reports to: Call Center Manager
Duties and Responsibilities
Answers, screens, and directs calls on multiline phone system; takes detailed messages and forwards telephone calls to appropriate practitioner, voice mail, or pager.
Schedules patient appointments.
Composes and types routine correspondence as required.
Collects outstanding balances.
Inputs patient information and demographics into the computer system.
Validates insurance and primary care provider information.
Demonstrates a high level of professionalism in dealing with confidential and sensitive issues.
Performs other related duties as assigned by management.
Qualifications
Commitment to excellence and high standards.
Excellent written and oral communication skills.
Versatility, flexibility, and willingness to work within constantly changing priorities with enthusiasm.
Acute attention to detail.
Strong organizational, problem‑solving, and analytical skills.
Ability to manage priorities and workflow.
Excellent customer service skills.
Ability to understand and follow written and verbal instructions.
Professional appearance and demeanor.
Ability to effectively communicate with people at all levels and from various backgrounds.
Bilingual skills a plus.
Competencies
Teamwork – balances team and individual responsibilities; exhibits objectivity and openness to others' views; gives and welcomes feedback; contributes to building a positive team spirit; puts team success above own interests; builds morale and group commitments to goals and objectives; supports everyone's efforts to succeed.
Customer Service – manages difficult or emotional customer situations; responds promptly to customer needs; solicits customer feedback to improve service; responds to requests for service and assistance; meets commitments.
Interpersonal Skills – focuses on solving conflict, not blaming; maintains confidentiality; listens to others without interrupting; keeps emotions under control; remains open to others' ideas and tries new things.
Oral Communication – speaks clearly and persuasively in positive or negative situations; listens and gets clarification; responds well to questions.
Diversity – demonstrates knowledge of EEO policy; shows respect and sensitivity for cultural differences; educates others on the value of diversity; promotes a harassment‑free environment; builds a diverse workforce.
Ethics – treats people with respect; keeps commitments; inspires trust; works with integrity and ethically; upholds organizational values.
Professionalism – approaches others in a tactful manner; reacts well under pressure; treats others with respect and consideration regardless of status or position; accepts responsibility for own actions; follows through on commitments.
Adaptability – adapts to changes in the work environment; manages competing demands; changes approach or method to best fit the situation; deals with frequent change, delays, or unexpected events.
Attendance/Punctuality – consistently at work and on time; ensures work responsibilities are covered when absent; arrives at meetings and appointments on time.
Dependability – follows instructions, responds to management direction; takes responsibility for own actions; keeps commitments; commits to long hours of work when necessary to reach goals; completes tasks on time or notifies appropriate person with an alternate plan.
Education and Experience
High school diploma or GED.
Preferred Education and Experience
Medical scheduler: 1 year.
Insurance Verification: 1 year.
MOA Certificate from accredited program.
Equal Employment Opportunity It is the policy of AKP to provide equal employment opportunity to all employees and applicants for employment and not to discriminate on any basis prohibited by law, including race, color, sex, age, religion, ancestry, national origin, marital status, veteran status, or other legally protected group status. It is our intent and desire that equal employment opportunities be provided in employment, recruitment, selection, compensation, benefits, promotion, demotion, layoff, termination and all other terms and conditions of employment. AKP is committed to this policy and its enforcement.
Work Environment This job operates in a professional medical office environment and a fast‑paced, highly customer‑service environment, working with children and families/guardians. The role routinely uses standard office equipment such as laptop computers and smartphones as well as medical equipment.
Physical Demands While performing the duties and responsibilities, the employee must be able to stand, walk or sit for long hours. The employee must be able to occasionally move or lift at least 20 lbs. The employee must be able to communicate efficiently in front of large or small crowds. Specific vision abilities required include close vision, distance vision, color vision, peripheral vision, depth perception and the ability to adjust focus.
Position Type/Expected Hours of Work This is a full‑time position. Days and hours of work vary Monday through Friday, 7 a.m. to 7 p.m. Rotating on weekends is required.
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Reports to: Call Center Manager
Duties and Responsibilities
Answers, screens, and directs calls on multiline phone system; takes detailed messages and forwards telephone calls to appropriate practitioner, voice mail, or pager.
Schedules patient appointments.
Composes and types routine correspondence as required.
Collects outstanding balances.
Inputs patient information and demographics into the computer system.
Validates insurance and primary care provider information.
Demonstrates a high level of professionalism in dealing with confidential and sensitive issues.
Performs other related duties as assigned by management.
Qualifications
Commitment to excellence and high standards.
Excellent written and oral communication skills.
Versatility, flexibility, and willingness to work within constantly changing priorities with enthusiasm.
Acute attention to detail.
Strong organizational, problem‑solving, and analytical skills.
Ability to manage priorities and workflow.
Excellent customer service skills.
Ability to understand and follow written and verbal instructions.
Professional appearance and demeanor.
Ability to effectively communicate with people at all levels and from various backgrounds.
Bilingual skills a plus.
Competencies
Teamwork – balances team and individual responsibilities; exhibits objectivity and openness to others' views; gives and welcomes feedback; contributes to building a positive team spirit; puts team success above own interests; builds morale and group commitments to goals and objectives; supports everyone's efforts to succeed.
Customer Service – manages difficult or emotional customer situations; responds promptly to customer needs; solicits customer feedback to improve service; responds to requests for service and assistance; meets commitments.
Interpersonal Skills – focuses on solving conflict, not blaming; maintains confidentiality; listens to others without interrupting; keeps emotions under control; remains open to others' ideas and tries new things.
Oral Communication – speaks clearly and persuasively in positive or negative situations; listens and gets clarification; responds well to questions.
Diversity – demonstrates knowledge of EEO policy; shows respect and sensitivity for cultural differences; educates others on the value of diversity; promotes a harassment‑free environment; builds a diverse workforce.
Ethics – treats people with respect; keeps commitments; inspires trust; works with integrity and ethically; upholds organizational values.
Professionalism – approaches others in a tactful manner; reacts well under pressure; treats others with respect and consideration regardless of status or position; accepts responsibility for own actions; follows through on commitments.
Adaptability – adapts to changes in the work environment; manages competing demands; changes approach or method to best fit the situation; deals with frequent change, delays, or unexpected events.
Attendance/Punctuality – consistently at work and on time; ensures work responsibilities are covered when absent; arrives at meetings and appointments on time.
Dependability – follows instructions, responds to management direction; takes responsibility for own actions; keeps commitments; commits to long hours of work when necessary to reach goals; completes tasks on time or notifies appropriate person with an alternate plan.
Education and Experience
High school diploma or GED.
Preferred Education and Experience
Medical scheduler: 1 year.
Insurance Verification: 1 year.
MOA Certificate from accredited program.
Equal Employment Opportunity It is the policy of AKP to provide equal employment opportunity to all employees and applicants for employment and not to discriminate on any basis prohibited by law, including race, color, sex, age, religion, ancestry, national origin, marital status, veteran status, or other legally protected group status. It is our intent and desire that equal employment opportunities be provided in employment, recruitment, selection, compensation, benefits, promotion, demotion, layoff, termination and all other terms and conditions of employment. AKP is committed to this policy and its enforcement.
Work Environment This job operates in a professional medical office environment and a fast‑paced, highly customer‑service environment, working with children and families/guardians. The role routinely uses standard office equipment such as laptop computers and smartphones as well as medical equipment.
Physical Demands While performing the duties and responsibilities, the employee must be able to stand, walk or sit for long hours. The employee must be able to occasionally move or lift at least 20 lbs. The employee must be able to communicate efficiently in front of large or small crowds. Specific vision abilities required include close vision, distance vision, color vision, peripheral vision, depth perception and the ability to adjust focus.
Position Type/Expected Hours of Work This is a full‑time position. Days and hours of work vary Monday through Friday, 7 a.m. to 7 p.m. Rotating on weekends is required.
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