OUTBOUND CALL CENTER REPRESENTATIVE
Nevada Health Centers, Las Vegas, NV, United States
Outbound Call Center Representative
The Outbound Call Center Representative supports the outreach and scheduling of current or potential patients through outbound calling. Our goal is improving new patient access to initial and continuous primary care. Essential Duties and Responsibilities
Provides exceptional customer service to both internal and external customers Conducts high volume outbound calls to current and/or potential patients to advise NVHC services Advise patients of recommended health screenings and preventative care services; encourage patients to schedule an appointment for recommended screenings and to establish primary care Meet campaign objectives such as appointments set, outreach attempts, quality metrics, etc. Schedules, reschedules, cancels, and confirms appointments accurately Documents all outreach activities, patient interactions, and outcomes in the electronic health records (EHR) and applicable tracking systems Answers general inquiries regarding clinic services and hours, informs patients about sliding fee programs and insurance eligibility Identifies and escalates patient concerns, access barriers, workflow or customer service improvement opportunities. Maintain consistent compliance with scripts, disclosures, verification steps and call flow standards Follows all policies and procedures and appropriately report concerns and patient issues as well as procedures for personal requests. Alerts for ways to improve customer service, improve patient flow Maintains a positive, results-driven attitude in a fast-paced, metric-driven environment Participates in training, team meetings and committees as requested Required Qualifications
High school diploma or general education degree (GED) 6 months experience in a customer service role Strong communication skills including written and verbal communication Strong time management skills, maximizing productivity hours Ability to manage high call volumes and meet productivity standards Preferred Qualifications
English/Spanish fluency 2 years of call center experience preferred Demonstrated proficiency with computer programs and data entry, experience with Electronic Health Records highly preferred Basic understanding of healthcare delivery, insurance plans, eligibility, benefits, and clinical charting Previous experience using a multi-line phone system Strong customer engagement experience; sales or goal-based customer interactions Ability to manage time effectively Ability to read, write, and calculate mathematical figures Ability to communicate via written and verbal communication Ability to exercise good judgement in appraising situations and responding appropriately to underserved population groups. Equal Opportunity Statement
Nevada Health Centers will provide equal opportunity employment to all employees and applicants for employment. No person shall be discriminated against in employment because of race, color, gender, age, national origin, ancestry, religion, physical or intellectual disability, marital status, parental status, sexual orientation, gender identity and expression or any other category protected by law.
The Outbound Call Center Representative supports the outreach and scheduling of current or potential patients through outbound calling. Our goal is improving new patient access to initial and continuous primary care. Essential Duties and Responsibilities
Provides exceptional customer service to both internal and external customers Conducts high volume outbound calls to current and/or potential patients to advise NVHC services Advise patients of recommended health screenings and preventative care services; encourage patients to schedule an appointment for recommended screenings and to establish primary care Meet campaign objectives such as appointments set, outreach attempts, quality metrics, etc. Schedules, reschedules, cancels, and confirms appointments accurately Documents all outreach activities, patient interactions, and outcomes in the electronic health records (EHR) and applicable tracking systems Answers general inquiries regarding clinic services and hours, informs patients about sliding fee programs and insurance eligibility Identifies and escalates patient concerns, access barriers, workflow or customer service improvement opportunities. Maintain consistent compliance with scripts, disclosures, verification steps and call flow standards Follows all policies and procedures and appropriately report concerns and patient issues as well as procedures for personal requests. Alerts for ways to improve customer service, improve patient flow Maintains a positive, results-driven attitude in a fast-paced, metric-driven environment Participates in training, team meetings and committees as requested Required Qualifications
High school diploma or general education degree (GED) 6 months experience in a customer service role Strong communication skills including written and verbal communication Strong time management skills, maximizing productivity hours Ability to manage high call volumes and meet productivity standards Preferred Qualifications
English/Spanish fluency 2 years of call center experience preferred Demonstrated proficiency with computer programs and data entry, experience with Electronic Health Records highly preferred Basic understanding of healthcare delivery, insurance plans, eligibility, benefits, and clinical charting Previous experience using a multi-line phone system Strong customer engagement experience; sales or goal-based customer interactions Ability to manage time effectively Ability to read, write, and calculate mathematical figures Ability to communicate via written and verbal communication Ability to exercise good judgement in appraising situations and responding appropriately to underserved population groups. Equal Opportunity Statement
Nevada Health Centers will provide equal opportunity employment to all employees and applicants for employment. No person shall be discriminated against in employment because of race, color, gender, age, national origin, ancestry, religion, physical or intellectual disability, marital status, parental status, sexual orientation, gender identity and expression or any other category protected by law.