SUMMARY:

The Clinical Call Center Representative is responsible for providing exceptional customer service and support.  This role will act as the first point of contact for callers, providing efficient customer relationship management.  It will involve scheduling patient appointments, managing patient inquiries, and facilitating communication between patients and healthcare staff.  This role needs to demonstrate strong interpersonal skills, empathy, and the ability to work effectively and efficiently in a high-stress environment.

PRINCIPAL DUTIES AND RESPONSIBILITIES:

Brown University Health employees are expected to successfully role model the organization’s values of Compassion, Accountability, Respect, and Excellence as these guide our everyday actions with patients, customers and one another.

• Receive and respond to a high volume of customer inquiries through phone, email, or other communication channels.
• Provide accurate and relevant information to customers regarding medical products, services, billing and technical support.
• Maintain patient records and update them accurately in the EMR system.
• Elicit and record patient information and inquiries following established protocols.
• Provide information about healthcare services, confirm insurance details and route calls to appropriate healthcare staff.
• Resolve customer complaints and concerns in a timely and professional manner.
• Collaborate with other team members, as appropriate, to address complex customer inquiries.
• Stay updated with product information, medical terminology and industry regulations.
• Advocate on behalf of callers to ensure their needs are met and promote optimal patient experience.
• All other job duties as assigned within the scope of a call center representative.

EDUCATION:

• High school diploma or GED
• Graduate of a Medical Assistant Program, certification preferred.

EXPERIENCE/SKILLS:

• Previous call center experience preferred.
• Medical terminology knowledge
• Knowledge of common safety hazards and precautions necessary to maintain a safe work environment.
• Ability to communicate appropriately and effectively.
• Ability to represent the organization and serve customers in a professional manner and the ability to establish and maintain effective, professional working relationships with patients, physicians, supervisors and peers.

SUPERVISORY RESPONSIBILITY:

None.

Pay Range:

EEO Statement:

Brown University Health is committed to providing equal employment opportunities and maintaining a work environment free from all forms of unlawful discrimination and harassment.

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Driving Required: