Call Center Clerk
General Description
The purpose of the Call Center Clerk is to answer the main telephone line to the SHC. Assist by scheduling medical appointments according to written guidelines, update patient accounts, screen calls and take messages or transfer to providers, nurses, and other SHC staff as appropriate. Create a welcoming environment while providing excellent customer service.
Qualifications:
- Must have good communication skills, both verbal and written;
- detail oriented;
- customer service experience,
- multi-tasking and data entry.
- Must be enrolled in healthcare related major.
- Must be available to work all summer.
- Must MAINTAIN enrollment in at least 6 semester credit hours for fall and spring semesters to qualify.
Duties:
- Answer high volume of calls to the SHC appointment line.
- Schedule appointments in appropriate slots according to written guidelines.
- Assist callers with questions about services, hours, portal, appointment types etc.
- Keep current on guideline changes, new appointment rules, Telehealth vs. in-person rules, etc.
- Screen calls and take messages or transfer as appropriate per guidelines.
- Provide excellent customer service. Be helpful but efficient with each call. Average call length time should be in line with group average.
- Actively work to resolve complaints and disputes. Escalate call to appropriate staff if needed.
- Contribute positively to team. Log onto computer and phone system prior to scheduled time.
- Comply with scheduled shift. Fill in for absences as needed if available.
- Maintain confidentiality at all times. Protect patient health information. Only access minimum necessary information.
- May assist in outreach events.
- Maintain neat and clean work area.
- Dresses appropriately as outlined in Student Employee Orientation Manual.
- Attend staff meetings as scheduled.
- Read and respond to email and TEAMS messages in a timely manner.
- Other duties as assigned.