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Customer Service Representative (call Center)

January 12 2018
Industries Healthcare, social assistance
Categories Call Center Director, Call Center manager, Customer service, HR / Training
Toronto, ON

Job Summary: Under immediate supervision, responds to phone calls received to the Call Center; responds with information, assistance, or transfers the call to appropriate person or department; records information regarding calls, into a database; assists with marketing projects or department related activities.

CHARACTERISTIC JOB TASKS AND RESPONSIBILITIES

May include any and/or all of the following:

  • Responds to caller general information requests and/or inquiries; refers caller to most qualified area.
  • Tracks calls appropriately; gathers necessary demographic or other pertinent information and enters into database.
  • Maintains physician and clinical service information, as well as information regarding studies and special programs.
  • Facilitates physician consultation requests; assists with patient referrals; transfers callers to clinical departments, as needed.
  • Schedules patient appointments; pre-registers patients; obtains patient demographic and insurance information and updates IDX; cancels/reschedules appointments associated with calls received from TeleVox system.
  • Pre-screens patients for clinical studies; serves as backup to registration; provides assistance with scheduling and interface reports and edits.
  • Assists marketing department with event registration, coordination, and reporting; performs other duties as assigned.

KNOWLEDGE, SKILLS, ABILITIES AND PERSONAL CHARACTERISTICS

  • Knowledge of modern office equipment and procedures
  • Strong verbal and written communication skills
  • Interpersonal/human relations skills
  • Organizational/planning skills
  • Supervisory skills
  • Attentiveness to detail
  • Ability to type and operate word processing programs
  • Ability to prioritize duties, delegate responsibilities, and evaluate the work of others
  • Ability to maintain confidentiality and professionalism
  • Ability to work efficiently and cooperatively

MINIMUM QUALIFICATIONS

Education and experience equivalent to:

  • High school diploma; supplemented with two (2) years of customer service or related field.

 

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