Call Center Representative

Sanova DermatologyHouston , TX

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Position : Call Center Representative Location : Houston (Galleria-Uptown area), TX Job Id : 780 # of Openings : 1 Call Center Representative is responsible for providing excellent customer service support and scheduling of patients in a high volume call center supporting our Medical, Cosmetic and Spa operations. Represents Sanova in a professional manner and supports the goals and objectives of our practice. ESSENTIAL RESPONSIBILITIES AND DUTIES : To perform this job successfully, an individual must be able to perform each essential responsibility and job duty satisfactory. Other duties may be assigned to meet business needs.

Ensures delivery of excellent customer service through fast and accurate processing of request, communication and scheduling of patients
Uses exemplary telephone skills to present an image of quality where the patient is treated in a consistent, courteous and efficient manner
Collects all relevant information related to the scheduling of the appointment and enters information into Nextech
Ensures that all information relevant to the patient and their appointment is accurately communicated
Attends to all other customer's questions, complaints and concerns immediately and facilitates outstanding resolution
Maintains and coordinates schedule for physician and other clinical practitioners
Helps ensures that calls are answered in a timely manner
Effectively communicates and coordinates changes with internal staff, doctors and departments as needed
Follows up on customer interactions and missing documentation as needed

MINIMUM REQUIREMENTS AND QUALIFICATIONS : The requirements listed below are representative of the knowledge, skills, and / or ability required for this position. May change as the needs of the practice evolve. Knowledge :

Knowledge of all SBA procedures, products, protocols and standards

Knowledge of effective Call Center operations and proper protocol

Knowledge of Microsoft Office and office equipment (scanner, computer, copy machine)

Knowledge of principles and processes for providing excellent customer service including : customer needs assessment, meeting quality standards for services and evaluation of customer satisfaction

Knowledge of HIPAA (Health Insurance Portability and Accountability Act of 1996) regulations as related to Protected Health Information (PHI) and patient confidentiality

Knowledge of medical terminology preferred

Skills :

Excellent written and oral communication skills

Communicates in a clear, concise, understandable manner

Listens attentively to others and provides resolution

Data entry and typing skills

Well-organized with attention to detail

Excellent follow-up skills

Customer Service driven

Excellent phone etiquette

Self-motivated and takes initiative

Time management skills

Must be reliable, responsible, dependable and demonstrates sound judgment and decision-making capabilities

Abilities :

Ability to communicate clearly, concisely and effectively

Ability to listen to and understand information and ideas as presented verbally or written

Ability to recognize and control emotions to maintain a high level of professionalism with internal staff and external customers

Ability to take feedback , direction and adapt behaviors according to the needs of the business

Ability to deal with people in a manner which shows sensitivity, tact and professionalism

Ability to identify, comprehend and communicate all SBA procedures and products

Ability to make a decision or solve a problem using logic to identify key facts, explore alternatives and propose quality solutions

Ability to work overtime when needed and assist with the workloads of others

Ability to adapt to changes in the work environment including updates and changes to policy, changes in workload and requirements and flexibility with scheduling as necessary

Physical Requirements : Position is in a fast-paced office environment. Correctable eyesight to 20 / 20 and hearing required. Must be able to sit, stoop, or stand for periods of four to ten hours in length. May require occasional lifting of 15 pounds or more. Most work is performed in an office environment and requires administrative duties. Frequent contact with employees, patients and outside agencies. Must wear a headset to perform duties. MINIMUM QUALIFICATIONS : Education / Certifications / Licenses :

High School Diploma / Equivalent

Experience :

Call center experience preferred but not required

Medical setting experience and background preferred

Dermatology experience a plus

Nextech software experience is a plus

Schedule :

Full time staff position (40 hours per week)

Monday through Friday 7 : 45 a.m. – 5 : 00pm ( with 1 hour lunch)

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Call Center Representative • Houston , TX