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