JOBDESCRIPTION:

1.PURPOSE:

This position is responsible for scheduling timely and accurate appointments for multiple facilities and physicians offices. It will also include extended periods of time logged into the phones, handling multiplecall types and providing excellent customer service while adhering to the company's core values.

2.Essential Duties & Responsibilities:

·Accesses account files, takes information and processes information.

·Accurately enters alpha and numeric data via computer keyboard into an automated system.

·Attends recurrent training sessions to ensure the client knowledge is current.

·Answers incoming telephone calls, responds to customer questions and solves problems according to standardized procedures while maintaining a courteous manner.

·Asks appropriate questions and gathersinformation to determine customer needs.

·Assist training department in development of training documentation and assist where appropriate in internal training.

·Demonstrate the ability to handle complex situations.

·Demonstrate the ability to display empathy and compassion.

·Schedule appointment based on very specific qualifications and requirements.

·Use critical thinking skills to identify patient needs based on caller’s symptoms.

·Use keyboarding to enter data into database, time keeping and quality systems.

·Communicate effectively and professionally with internal and external contacts in both verbal and written forms.

·Demonstrate established customer service behaviours and standards by treating all patients, clients and front office personnel with courtesy, dignity, respect and professionalism.

·Document all call information that pertains to a successful resolution of the call; this includes trouble shooting steps, final problem resolution, or any desired action taken by members of theescalation groups.

·Demonstrate the ability to access and navigate through multiple applications.

·Supports and demonstrates ongoing commitment to quality principles.

·Demonstrate the ability to multi-task and use critical thinking skills to resolve client and caller issues in an effective and efficient manner.

·Ability to with stand extended periods oftime logged into the phone.

·Assists with call back projects as needed.

· Supports other business needs as required.