CALL CENTER ASSOCIATE

## Description**Job Summary**The Call Center Associate is responsible for providing excellent customer service by answering incoming calls, scheduling patient appointments, verifying insurance eligibility, and addressing patient inquiries in a professional and courteous manner. This role serves as the first point of contact for patients and requires strong communication, problem-solving, and multitasking skills.---**Duties and Responsibilities*** Answer incoming calls in a professional, courteous, and efficient manner.* Accurately schedule patient appointments according to provider availability and departmental guidelines.* Identify patient needs, clarify information, research concerns, and provide appropriate solutions.* Verify insurance eligibility by comparing patient information with payer requirements; ensure all necessary referrals and authorizations are obtained.* Accurately input and update patient demographic and insurance information in the EMR system.* Maintain up-to-date knowledge of service rates and provide patients with accurate cost information as needed.* Apply company policies to determine if patient issues can be resolved immediately or if managerial involvement is required.* Stay informed about new procedures, services, and rates offered by the medical center, and communicate relevant information to patients.* Meet or exceed departmental performance goals, including quality and productivity metrics.* Perform other duties as assigned by management.* The Call Center Associate must be compliant and cooperate fully with Ezra Medical Center’s compliance program, including its standards of conduct and policies and procedures. Such compliance will be an element considered as part of the Call Center Associate’s regular performance evaluation. Failure to comply with EMC’s written standards, which includes the failure to report any conduct or event that potentially violates legal or compliance requirements, will be met by the enforcement of disciplinary action, up to and including possible termination in accordance with Ezra’s compliance program.## Qualifications**Required Qualifications*** High school diploma or equivalent required; additional education in healthcare administration or customer service preferred* Prior experience in a call center or healthcare setting strongly preferred* Excellent verbal communication, phone etiquette, and interpersonal skills* Strong customer service orientation with the ability to remain professional under pressure* Proficient in multitasking, data entry, and navigating EMR systems* Detail-oriented and able to maintain confidentiality at all times
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