SUMMARY: The Call Center Agent answers inbound calls and makes outbound calls as well as assists customers who have specific inquiries regarding their hospital bills. 

ESSENTIAL DUTIES AND RESPONSIBILITIES: 

·         Good verbal and oral communication skills

·         Fast and accurate typing skills and the ability to create grammatically correct responses

·         Ability to recognize signals of a disgruntled customer and be able to respond without escalating the call

·         Update existing databases with changes and the status of each customer contact

·         Follow up calls if needed and provide any associated clerical duties such as faxing, filing out paperwork etc.

·         Effectively deal with job stress, angry callers and upset customers

·         Use an effective approach to handle special telephone tasks like call transfers, taking messages, call backs, holds, interruptions and unintentional disconnects

·         Other duties as assigned

            QUALIFICATIONS:

·         One (1) to Two (2) years experience working in a call center environment is required with experience in Healthcare receivables a plus

·         Basic skills in Microsoft Word and Excel are preferred as well as basic computer skills

·         Ability to comprehend, capture as well as interpret basic customer information

·         Tactful with excellent communications skills and the ability to work with employees at all levels

·         Ability to convey a positive and professional image to clients, patients and employees

Besides the job related skills, a Call Center Agent also requires the following qualities:

·         Pleasant and friendly mannerism

·         A sound knowledge of phone etiquette and how to satisfy various customer situations

·         Sound judgment, ability to manage difficult customer situations, ability to respond promptly to the needs of the customer, solicit feedback to improve service, and respond to requests for service/assistance

·         Ability to adapt to change, meet the changing demands of the work environment, as well as any other delays or other unexpected demands

·         Ability to treat people with respect under all circumstances, instill trust in others, and uphold the values of the organization

·         High level of motivation

·         Understand the impact of attitude in handling calls professionally