Call Center Agent Job Description Template printable pdf download

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

Call Center Agent Job Description Template