Call Center Agent Job Description Template

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JOB DESCRIPTION
JOB TITLE: Call Center Agent
SUMMARY
This position is primarily responsible for providing telephone customer support services by
performing the following duties personally or through subordinates.
ESSENTIAL DUTIES AND RESPONSIBILITIES
Core duties and responsibilities include the following. Other duties may be assigned.
Monitors phone traffic by telephone system and prioritizes call as necessary.
Remains conscious of the length of time customers remain on hold.
Completes service calls and demonstrates proper demeanor, technical accuracy, and conformity
to company policies.
Maintains composure when dealing with difficult patients or situations.
Delegates appropriate phone calls to appropriate clinical or management staff if necessary.
Answers questions and recommends corrective services to address customer complaints.
Maintains the accurate company policies and procedures on scheduling patient appointment s.
Accurately documents in Practice Management and EMR software when scheduling appointment
or taking messages.
Follows all HIPPA requirements in order to maintain patient privacy.
Determines work procedures, prepares work schedules, and expedites workflow.
Studies and standardizes procedures to improve efficiency of subordinates.
Maintains harmony among workers and resolves grievances.
COMPETENCIES
. 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.
. Technical Skills – Pursues training and development opportunities; Strives to continuously
build knowledge and skills; Shares expertise with others.
. 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.
. Interpersonal Skills – Focuses on solving conflict; Maintains confidentiality; 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; 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; Supports everyone’s efforts to succeed.
. Delegation – Delegates work assignments; Matches the responsibility to the person; Gives
authority to work independently; Sets expectations and monitors delegated activities; Provides
recognition for results.
. Leadership – Exhibits confidence in self and others; Inspires and motivates others to perform

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