JOB OBJECTIVE

The Scheduling Agent provides telephone assistance to all of Clinicas patients. This individual works under the supervision of the Call Center Manager. Works with a multi-cultural population of diverse socioeconomic backgrounds, ages and levels of education.

ESSENTIAL FUNCTIONS AND RESPONSIBILITIES

The Scheduling Agent is responsible for performing the following duties:

• Receives inbound telephone calls and provides exceptional customer service.
• Makes outbound telephone calls as needed for special projects or outreach purposes.
• Responds to and communicates with patients in a timely manner utilizing text messaging software and the Patient Portal.
• Schedules patients’ appointments.
• Determines patients’ eligibility and ensures guidelines and frequency limitations are followed.
• Adheres to call center policies and procedures (adherence, production, quality, etc.). 
• Makes necessary updates to patient information (demographics, insurance information, etc.) utilizing Electronic Practice Management (EPM).
• Documents telephone conversation in patient’s electronic medical record.
• Communicates with health center staff, including Providers utilizing Electronic Health Record (EHR) tasking system.
• Analyzes the situation and completes research to ensure no rework or follow-up is required.
• Interacts in a professional manner and works collaboratively Clinicas’ staff and patients. 
• Performs other duties as assigned including participation in all safety programs which may include assignment to an emergency response team.

EDUCATION, EXPERIENCE AND QUALIFICATIONS

• High school diploma or equivalent required.
• Bilingual English/Spanish is required.
• Must have one year of customer service experience; demonstrated ability to listen effectively, use probing skills to obtain relevant information and establish rapport quickly. 

EDUCATION, EXPERIENCE AND QUALIFICATIONS (Continued)

• Call center experience preferred in an automated customer service environment. 
• Proficiency with use of computers and programs is required. The individual must be able to work with multiple programs and type in system while taking information by phone. 
• Communicate professionally and effectively in writing and verbally; accurate spelling and grammar.
• In addition, have the ability to work in a fast-paced environment and proactively analyze and resolve problems.