Call Center Specialist

Job Details: Job Location: Calhoun Place - Rockville, MD, Salary Range: $22.00 - $22.00Hourly, JOB TITLE: Call Center Specialist
LOCATION: Rockville, MD
HOURS: 4 DAY WORK WEEK - Monday - Thursday (Full-Time)
PAY: $22/hr
FREE PARKING AT ALL 7 OFFICE LOCATIONS!
 
BENEFITS:

Health/Dental/Vision Insurance
FSA
HSA
Life Insurance
401K Contributions
Disability Insurance
Paid Time Off
Every Friday off
Tuition Assistance
Free Parking
Paid Maternity and Paternity Leave
STD/LTD/ADD Insurance (short-term disability, long-term disability and accidental death and dismemberment insurance)

Reports To: Call Center Manager

Supervision Exercised: No Supervision required in this role

Position Summary:
This is a position that requires a lot of communication with Patients, Providers, and Family Members of patients. There is a lot of verbal and written communications internally as well as externally. It requires a lot of Multitasking and being able write clearly and concisely. You need to have a lot of patience and empathy as well as being able to work in a fast-paced environment, with a high volume of calls. The Call Center Specialist reports to the Call Center Manager. It is a full-time position that may be stressful at times but also has the potential to be a Hybrid Position working in the Calhoun office two days a week and home two days a week after completing six months of employment. Arthritis and Rheumatism is an organization that works four days a week, Monday Through Thursday, 36 hours a week.

Key Duties & Responsibilities:

The key duties are answering calls and Scheduling Appointments for all locations
Scheduling appointments for New and Existing Patients
Verify the system to see if the patient is new or existing
Create a chart for the patient if they are New to ARA
Enter all the patient’s demographics in the system
Verify all the information to get the patient scheduled for an appointment
Warm transfer calls to the appropriate department (Example: Eligibility, Business, Front Desk)
Create a task message in the Nextgen system when you need to get a message to the Provider, or to a specific group of people.
Get patients scheduled with the correct provider in the correct location
Send messages to the front desk when patients same day or running late to the appointment.
Work portal messages that are received from the patients through portal communications.
Transfers patients to the Business office when there is a same day cancel to get the fee paid
Call Center Specialists are responsible for working daily task that are assigned to the Call Center from Providers or other Departments.
Call Center is responsible to run daily error reports to capture and correct any scheduling errors for the beginning of their shift and at the end of the shift.
Call Center performs any other related work that is assigned.
Assist with scheduling or cancelling appointments when asked by other areas.
Able to work in a team as well as individually

Qualifications:

Bachelor's
Hight School Diploma with 3 years of Call Center experience in fast pace enviroment
Customer Service Experience in Call Center Setting
Experience working in HealthCare or Physicians Practice
Computer Knowledge
Telephone etiquette
At least one year of medical office experience as a medical Receptionist

Working Conditions / Other:

This is initially an in-office position with potential to become Hybrid after six months of successful job performance.
No weekends required
One Friday every quarter for team quarterly meetings
Requires prolonged sitting. Requires eye-hand coordination and manual dexterity to operate a computer keyboard, telephone, copier, fax machine. Vision must be correctable, and hearing must be in the normal range for telephone work. Must be able to perform multiple tasks at one time as well as handle interruptions. Computer work comprises most of the day. Work can be stressful and fast-paced.

  Disclaimer:

The foregoing description is not intended and should not be construed to be an exhaustive list of all responsibilities, skills, efforts, or working conditions associated with the job.  It is intended to be an accurate reflection of the general nature and level of the job.

Qualifications: