CALL CENTER SPECIALIST - IC

* Handle incoming and outgoing calls efficiently while maintaining a professional and courteous demeanor.* Schedule patient appointments accurately using the organization's electronic medical record (EMR) system.* Respond to patient inquiries regarding services, appointment availability, billing, and other general information.* Assist patients in rescheduling or canceling appointments while adhering to organizational guidelines.* Verify and update patient demographic and insurance information during calls.* Educate patients on healthcare services, office policies, and available resources.* Document all patient interactions and maintain accurate call records in the appropriate systems.* Document patient complaints and escalate complex issues to the appropriate department or supervisor.* Collaborate with clinical staff, administrative teams, and other departments to ensure a seamless patient experience.* Follow HIPAA regulations to maintain patient confidentiality and data security.* Achieve performance goals, including call quality, response time, and customer satisfaction metrics.* Outreach to inquiring callers to keep them informed about their issues/request’s status or resolution.* Adhere to company and department policies and procedures.* Adheres to all applicable compliance requirements and the Code of Conduct.* The consultant is required to provide valid government-issued identification as proof of age to verify that they are at least 18 years of age.* Able to pass a typing test with at least 40 WPM.* Excellent written and verbal communication skills.* Ability to thrive in a fast-paced environment and meet assigned deadlines.* Excellent organizational skills, accuracy, and attention to detail.* Ability to operate both independently and collaboratively as required.* Proficiency in Microsoft Office Suite, including Word, Excel, and Outlook.* Maintain and utilize the necessary equipment, including but not limited to a computer, monitor, headset, and any other tools required to perform the agreed-upon services.* Ensure access to a reliable and high-speed Wi-Fi connection suitable for conducting business operations efficiently.* Successfully complete all mandatory training programs as required by the Organization.* **Standing** – Duration of up to 6 hours a day.* **Sitting/Stationary positions** – Sedentary position in duration of up to 6-8 hours a day for consecutive hours/periods.* **Lifting/Push/Pull** – Up to 50 pounds of equipment, baggage, supplies, and other items used in the scope of the job using OSHA guidelines, etc.* **Bending/Squatting** – Have to be able to safely bend or squat to perform the essential functions under the scope of the job.* **Stairs/Steps/Walking/Climbing** – Must be able to safely maneuver stairs, climb up/down, and walk to access work areas.* **Agility/Fine Motor Skills** - Must demonstrate agility and fine motor skills to operate and activate equipment, devices, instruments, and tools to complete essential job functions (ie. typing, use of supplies, equipment, etc.)* **Sight/Visual Requirements** – Must be able to visually read documentation, papers, orders, signs, etc., and type/write documentation, etc. with accuracy.* **Audio Hearing and Motor Skills (language) Requirements** – Must be able to listen attentively and document information from patients, community members, co-workers, clients, providers, etc., and intake information through audio processing with accuracy. In addition, they must be able to speak comfortably and clearly with language motor skills for customers to understand the individual.* **Cognitive Ability** – Must be able to demonstrate good decision-making, reasonableness, cognitive ability, rational processing, and analysis to satisfy essential functions of the job.**Disclaimer:** Responsibilities and tasks outlined in this job description are not exhaustive and may change as determined by the needs of the company.# C2Q Health Solutions offers management services tailored to the needs and goals of healthcare providers. Drawing from our leadership team's experience in providing key administrative solutions to healthcare programs such as managed long-term care, home care companies and other community health plans, C2Q’s expertise spans a full spectrum of functions that support an organization’s growth.
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