Call Center Representative

LOCATION

Lawrenceville, GA - Corporate

MISSION

The Patient Success Representative is responsible for assisting patients by navigating communications and processes related to access to care and clinical management, while effectively working with departments across the organization. They serve as the first point of contact and take ownership of patient requests to deliver an excellent patient experience.

OUTCOMES

• Accurately identifies and responds to the patients needs with an appropriate sense of urgency and enthusiasm.
• Using excellent customer service skills, communicates in an effective and professional manner across all modalities.
• Ensure optimal customer service by utilizing provided feedback to enhance patient experience.
• Utilize departmental and interdepartmental resources to determine appropriate actions required in order to satisfy patient need.
• Adequately communicate through various electronic sources including, but not limited to, Electronic Medical Record (EMR), email, and online chat platforms.

COMPETENCIES

Job Related Competencies:

1. Action Oriented: Taking on new opportunities and tough challenges with a sense of urgency, high energy, and enthusiasm.
2. Communicates Effectively: Developing and delivering multi-mode communications that convey a clear understanding of the unique needs of different audiences.(remove)
3. Demonstrates Self Awareness: Using a combination of feedback and reflection to gain productive insight into personal strengths and weaknesses.
4. Resourcefulness: Securing and deploying resources effectively and efficiently.
5. Tech Savvy: Anticipating and adopting innovation in business building digital and technology applications.

Cultural Competencies:

Advanced Values:

1. People
   • Collaborates: Building partnerships and working collaboratively with others to meet shared objectives
2. Heart
   • Patient Focus: Building strong patient relationships and delivering patient centric solutions
3. Service