Call Center Agent

Hands of Hope is a Physical Therapy & Wellness hub, currently running 12 active locations in New York and around the state, strive to reinvigorate Physical Therapy adapting the latest technology in treatment and healthcare industry giving the best quality of care assisting our patients in their recovery journey and help them get back to their normal life faster.

We are looking for Call Center Specialists able to deliver excellent customer experience throughout the patient journey with Hands of Hope facilitating all procedures including inquires, booking process, and data management.

Responsibilities:

• Handles all incoming telephone calls from patients, makes appointments, and answers general questions and inquiries.
• Uses computer systems to refer to existing patient information or set up new patients in the scheduling tool.
• Provides the patient with available time-slots not allowing patients to give times they are available to ensure full use of the physician time-slots.
• Communicates all add-ons, delays, cancellations, and “no-shows” to Clinical Coordinator.
• Responsible for inputting very detailed information on the patient using a variety of computer screens.
• After completion of the call and filling the patient information, checks records to verify the details entered and adds any additional notes that may be necessary.
• Provides information to callers on practice policies and procedures such as what is required following
• Fill physician template, using proper encounter codes, in preparation for appointment (insurance, id, etc.).
• Manage schedules to ensure efficient patient flow based on predetermined appointment availability.
• Follows up with patients when they are a no show for an appointment and may make calls to patients asking if they were satisfied with the service they received.
• Maintains general filing system and files appropriate correspondence electronically or manually.
• Receives, directs, and relays telephone and fax messages.
• Responds to calls efficiently, putting quality of service before time saving.