Job Details
Summary
Answer all incoming calls and respond to current and prospective patients promptly and appropriately with regard to any billing questions, general inquiries, internal service request and complaints.
Essential Duties and Responsibilities
- Answer patient inquiries by identifying desired information; researching, locating, and providing information.
- Utilize available resources to identify appropriate solution to patients question, concern or problem
- Manage and resolve patient concerns or problems by identifying issues; researching and exploring answers and alternative solutions; implementing solutions; escalating unresolved problems.
- Maintain call center database by documenting all important information accordingly
- Triage all calls and distribute to the appropriate personnel
- Recognize, document and alert the supervisor of trends in patient calls
- Analyze appropriate processes and identify as well as recommended improvements when necessary
Other Duties and Responsibilities- Other duties and responsibilities as assigned.
- Assist in handling overflow customer service calls by providing courteous and accurate resolution of customer questions and concerns.
QualificationsPrevious call center customer service experience preferred. Accuracy and detail oriented. Proficient with computer applications, good data entry skills, and phone skills. Excellent communication, listening and problem solving skills. Attention to detail, work well with a team and able to juggle multiple projects simultaneously. Project a professional company image through phone interaction.
Educational Requirements
- High School diploma
- 1-3 years related experience in call center customer service environment
Physical Demands/Work Environment (optional)Office environment. Sitting and keyboarding for extended periods of time. Frequent telephone use. High attention to detail and ability to focus. Moderate noise level.
PS: It's All About You! American Family Care has pioneered the concept of convenient, patient-centric healthcare. Today, with more than 250 clinics and 800 in-network physicians caring for over 6 million patients a year, AFC is the nation's leading provider of urgent care, accessible primary care, and occupational medicine. Ranked by Inc. magazine as one of the fastest-growing companies in the U.S., AFC's stated mission is to provide the best healthcare possible, in a kind and caring environment, while respecting the rights of all patients, in an economical manner, at times and locations convenient to the patient.
If you are looking for an opportunity where you can make a difference in the lives of others, join us on our mission. We invite you to grow with us and experience for yourself the satisfying and fulfilling work that the healthcare industry provides.
Please note that a position may be for a company-owned or franchise location. Each franchise-owned and operated location recruits, hires, trains, and manages their own employees, sets their own employment policies and procedures, and provides compensation and benefits determined by that franchise owner. Company-owned locations provide a comprehensive benefits package including medical, dental, vision, disability, life insurance, matching 401(k), and more.
We are an Equal Opportunity Employer