Appointment Center Representative

Location: San Diego, California
Posted On: 8/9/2017
Job Code: 6080_ACR_SD_CA
Job Description
Operates in a high volume, high structured Appointment Centre environment by constantly responding to incoming calls.
Works in a personal computer environment with multiple departments.
Uses guidelines and protocols for multiple departments to best meet member needs.
Determines the type of appointment requested or needed, reviews scheduling mix of various physicians/providers, and then makes appointment utilizing appropriate guidelines.
Prioritizes member needs and offers alternatives to members when appropriate.
Utilizes superior customer service skills to provide service to members when diffusing difficult member encounters.
Uses tact and diplomacy in handling difficult interactions with members.
Determines if calls are urgent or emergent by listening to the member, following established guidelines and then transferring the call to the appropriate department for immediate resolution.
Composes messages for physicians/providers, registered nurses and other medical staff based on member requests.
Responds in a courteous and professional manner to general questions, using on-line databases to provide information to any member or other personnel calling the centre.
Identifies ways to improve quality of service to members and recommends steps used to accomplish these changes.
Must perform all of the above duties while meeting established standards of performance for quality and productivity.
Performs clerical duties booking appointments, calling members to cancel and reschedule appointments.

In addition to the job description please provide the following information:
Top 3-5 Daily Responsibilities:
1. Books appointments
2. Composes detailed messages for Providers
3. Uses professional Customer Service Skills
Top 3-5 Skills:
4. Computer skills, ability to follow on line instructions
5. Excellent customer service skills/Team player
6. Punctual / Meets daily expected call volume
Desired Skills:
7. Excellent customer service skills
8. Quick learner
Category:IT  code:new
Job Requirements
Appointment Center Rep

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Contact Details
Sameer Patel
E-mail Address