Call Center Agent (2568)
SKIN & AESTHETIC CENTERS · Toms River CR - Toms River, NJ 08755
Position Summary: The Call Center Representative is the liaison between Certified Dermatology and its current and potential customers/patients. The role responsible for answering all incoming calls and emails, fielding customer/patient questions and complaints, scheduling appointments, obtaining all necessary demographic information, directing calls to other departments as needed, and keeping customer/patient satisfaction at the core of every decision and behavior.
Essential Accountabilities:
- Schedules appointments for patients:
- Answers telephone promptly and in a polite and professional manner.
- Obtains and enter accurate demographic information in CareCloud (address, telephone number, name of insurance or self-pay status).
- Schedules appointments correctly by reviewing appointment date, time, location, and provider name with caller.
- Informs caller of items to bring to appointment (including insurance card, medications, office visit fee, and verification of income – if applicable).
- Reminds caller of cancellation/no-show policy.
- Answers questions and offer other information, as requested, to provide patient-focused service and a positive impression of the organization.
- Ensures all voicemails are answered immediately.
- Follows-up with callers on complaint/question status, ensure resolution.
- Acts as a liaison for the patients and the Practice locations:
- Directs calls to other departments as needed.
- Uses sound judgment in handling calls, especially with upset patients.
- Understands when to escalate calls to Providers.
- Services patients:
- Makes reminder calls as requested.
- Makes calls to reschedule appointments when necessary.
- Aids with mailings and other projects as call volume permits.
- Other related duties as assigned by supervisor or manager.
Education/Experience:
- High School or GED required.
- Associate Degree or related healthcare certification, preferred.
- One year of experience in customer service and/or related clinical environment.
- Working knowledge of medical terminology.
- Bilingual in Spanish helpful.
Qualifications:
- Ability to handle confidential and sensitive information.
- Ability to communicate effectively on the telephone.
- Familiarity with CRM systems, a plus.
- Excellent interpersonal communication skills.
- Ability to relate to persons with diverse educational, socioeconomic, and ethnic backgrounds.
- Ability to handle a “call center” environment: work quickly and multi-task.
- Ability to exercise good judgment to handle calls appropriately.
- Ability to demonstrate good customer service.
Physical Requirements:
- Position involves long periods of sitting, heavy data entry and heavy telephone work.
#MR2026