Call Center Representative

Company: Saman F Ghahremani M D P C
Location: Hyattsville
Posted on: May 25, 2023

Job Description:

SUMMARY: Call Center Representatives are the primary point of contact for patients to schedule appointments, to check on the status of glasses and to request refills for prescriptions for all optical and ophthalmologist care. The Call Center manages incoming calls and outgoing calls for all MDECC locations.


DUTIES AND RESPONSIBILITIES:


Answers and makes calls to address patient scheduling needs, complaints, or other issues.

Responds efficiently and accurately to callers, explains possible solutions, and ensures that patients feel supported and valued.

Engages in active listening, confirms or clarifies information, and diffuses patient anger, as needed.

Builds lasting relationships with patients and other call center team members based on trust and reliability.

Utilizes software, databases, scripts, and tools appropriately.

Understands and strives to meet or exceed call center metrics while providing excellent consistent customer service.

Takes part in training and other learning opportunities to expand knowledge of company and position.

Adheres to all company policies and standard operating procedures.


QUALIFICATIONS:


High School Diploma or equivalent.

Exceptional customer service, active listening, and verbal and written communication skills, professional phone voice.

Understanding of company products, services, and policies.

Proficiency with computers and strong typing skills.

Strong time management and decision-making skills.

Adaptability and accountability.

Fluency in multiple languages desired.

Commitment to excellence and high standards

Ability to manage priorities and workflow.

Acute attention to detail.

Ability to work independently and as a member of various teams and committees

Ability to understand and follow written and verbal instructions.

Good judgement with the ability to make timely and sound decisions.

Commitment to excellence and high standards.

Versatility, flexibility, and a willingness to work within constantly changing priorities with enthusiasm.


COMPETENCIES:


Analytical-Synthesizes complex or diverse information; Collects and researches data; Uses intuition and experience to complement data; Designs workflows and procedures.

Problem Solving-Identifies and resolves problems in a timely manner; Gathers and analyzes information skillfully; Develops alternative solutions; Works well in group problem solving situations; Uses reason even when dealing with emotional topics.

Independence-Ability to work independently with high level of self-initiation. Demonstrates appropriate understanding and balance regarding level of position authority and management oversight and approval.

Technical Skills-Assesses own strengths and weaknesses; Pursues training and development opportunities; Strives to continuously build knowledge and skills; Shares expertise with others.

Interpersonal Skills-Focuses on solving conflict, not blaming; Maintains confidentiality; Listens to others without interrupting; Keeps emotions under control; Remains open to others' ideas and tries new things.

Oral Communication-Speaks clearly and persuasively in positive or negative situations; Listens and gets clarification; Responds well to questions; Demonstrates group presentation skills; Participates in meetings.

Written Communication-Writes clearly and informatively; Edits work for spelling and grammar; Varies writing style to meet needs; Presents numerical data effectively; Able to read and interpret written information.

Teamwork-Balances team and individual responsibilities; Exhibits objectivity and openness to others' views; Gives and welcomes feedback; Contributes to building a positive team spirit; Puts success of team above own interests; Able to build morale and group commitments to goals and objectives; Supports everyone's efforts to succeed.

Ethics-Treats people with respect; Keeps commitments; Inspires the trust of others; Works with integrity and ethically; Upholds organizational values.

Organizational Support-Follows policies and procedures; Completes administrative tasks correctly and on time; Supports organization's goals and values; Benefits organization through outside activities; Supports affirmative action and respects diversity.

Strategic Thinking-Develops strategies to achieve organizational goals; Understands organization's strengths & weaknesses; Analyzes market and competition; Identifies external threats and opportunities; Adapts strategy to changing conditions.

Judgment-Displays willingness to make decisions; Exhibits sound and accurate judgment; Supports and explains reasoning for decisions; Includes appropriate people in decision-making process; Makes timely decisions.

Motivation-Sets and achieves challenging goals; Demonstrates persistence and overcomes obstacles; Measures self against standard of excellence; Takes calculated risks to accomplish goals.

Professionalism-Approaches others in a tactful manner; Reacts well under pressure; Treats others with respect and consideration regardless of their status or position; Accepts responsibility for own actions; Follows through on commitments.

Quality-Demonstrates accuracy and thoroughness; Looks for ways to improve and promote quality; Applies feedback to improve performance; Monitors own work to ensure quality.

Quantity-Meets productivity standards; Completes work in a timely manner; Strives to increase productivity; Works quickly.

Safety and Security-Observes safety and security procedures; Determines appropriate action beyond guidelines; Reports potentially unsafe conditions; Uses equipment and materials properly.

Adaptability-Adapts to changes in the work environment; Manages competing demands; Changes approach or method to best fit the situation; Able to deal with frequent change, delays, or unexpected events.

Attendance/Punctuality-Is consistently at work and on time; Ensures work responsibilities are covered when absent; Arrives at meetings and appointments on time.

Dependability- Follows instructions, responds to management direction; Takes responsibility for own actions; Keeps commitments; Commits to long hours of work when necessary to reach goals; Completes tasks on time or notifies appropriate person with an alternate plan.

Initiative-Volunteers readily; Undertakes self-development activities; Seeks increased responsibilities; Takes independent actions and calculated risks; Looks for and takes advantage of opportunities; Asks for and offers help when needed.

Innovation-Displays original thinking and creativity; Meets challenges with resourcefulness; Generates suggestions for improving work; Develops innovative approaches and ideas; Presents ideas and information in a manner that gets others' attention.

Customer Service - Manages difficult or emotional customer situations; Responds promptly to customer needs; Solicits customer feedback to improve service; Responds to requests for service and assistance; Meets commitments.

Diversity - Demonstrates knowledge of EEO policy; Shows respect and sensitivity for cultural differences; Educates others on the value of diversity; Promotes a harassment-free environment.


PHYSICAL DEMANDS AND WORK ENVIRONMENT:


Continually required to sit

Continually required to utilize hand and finger dexterity

Occasionally required to climb, balance, bend, stoop, kneel or crawl

Continually required to talk or hear

Continually utilize visual acuity to operate equipment, read technical information, and/or use a keyboard

Occasionally lift up to 25 pounds

Keywords: Saman F Ghahremani M D P C, Silver Spring , Call Center Representative, Other , Hyattsville, Maryland