Call Center Representative

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The Clinical Receptionist - CSC serves as the initial contact for telephone calls to Wentworth-Halton X-Ray & Ultrasound. Using a multi-line system, the Clinical Receptionist provides effective customer service support to our patients, healthcare providers, clinics and radiologists by interacting with the appropriate applications and resources, satisfactorily resolving inquiries, addressing requests for information and appointment scheduling. In this role staff will also be responsible for centralized support of administrative activities.

This role requires attendance at a central Hamilton office.

Duties and responsibilities

· Assist in implementing new processes

· Answer, identify, assess and respond to inbound call inquiries and make outbound calls

· Participate in receipt, tracking, registration and scheduling activity using email and other computer-based work flow

· Manage all appointment bookings/openings for all modalities including cancellations, rescheduling,

· Perform individual and automated patient reminder calls/notifications

· Respond to customer inquiries promptly and accurately with a high level of professionalism

· Communicate effectively over the telephone with sensitivity and tact, respond to adverse situations (e.g. irate patients, high call volumes), and make sound judgment calls

· Report printing and distribution, centralized mail receipt, distribution and outbound mailing – courier

· Route relevant information to other departments and clinics as appropriate

· Handle job duties in their appropriate priority with accuracy and efficiency

· Ensure information obtained or provided whether verbally or in writing is accurate and in keeping with policy and procedures

· Keep up to date with information shared through different modes of communication (email, memo, policies, standard operating procedures and meetings)

· Maintain the strictest confidentiality involving any information made available directly or indirectly about clients including physicians, patients, employees and the company

· Clinic reception assistance as required

Qualifications

· Professional and articulate with excellent written and verbal communication skills

· Excellent and courteous telephone manner

· Ability to work collaboratively and professionally in a team-based environment

· Sensitivity towards the handling of personal health information

· Excellent time management skills with demonstrated ability to meet deadlines and handle multiple, changing priorities

· Ability to prioritize workload and work without supervision

· Must be proficient with MS Office and computer literate in order to quickly learn and master new software

· Ability to work in a structured, fast-paced environment

· High school diploma

· Medical terminology - preferred

· Flexible to work in a shift environment which may include early evening hours and weekends

· Desire to meet and exceed multi pre-defined performance goals

Job Type: Full-time

Pay: From $19.31 per hour

Benefits:

• Casual dress
• Dental care
• Disability insurance
• Employee assistance program
• Extended health care
• Life insurance
• On-site parking
• Paid time off
• RRSP match
• Vision care

Application question(s):

• This work requires attendance in the office each shift. The office is at 1 Young Street in downtown Hamilton. Will you be able to get to work for each assigned shift?
• The starting wage rate is $19.31 per hour. Is this wage rate acceptable to you?

Work Location: In person