Call Center Representative

SRM has twelve leading fellowship-trained Infertility and Reproductive Endocrinology specialists with expertise in infertility testing, treatment, male infertility (two on-site urologists), IVF, donor egg, donor sperm, artificial insemination, egg freezing etc. Additional services include acupuncture, counseling, infertility support group, genetics, tubal reversal, vasectomy reversal and fertility assessments for women concerned about reproductive aging. We currently have six locations in: Seattle, Tacoma, Bellevue, Kirkland, Everett and Spokane.

The Call Center Representative is Monday through Friday 8:30am -5:00pm and is in person for the first 90 days. Rotating one week in the office and 1 week working from home.

Basic Function: Responsible for the intake, registration, and scheduling of both established and new patients to SRM. Responsible for physician, nursing, ultrasound, and other clinical staff schedules. This position also must work in concert with various departments to ensure effective operational flow and to maximize new patient intake opportunities.

Responsibilities:

• Responds to patient via telephone by assessing patient needs, answers general questions regarding treatment options and determines materials to be sent to patients prior to the initial visit.
• Provides excellent customer service by anticipating patient needs and proactively
• Schedules appointments and sends appropriate patient information.
• Optimizes patient satisfaction, provider time and treatment room utilization by scheduling appointments in person or by telephone. Ensures a timely, courteous flow of those appointments.
• Maintains patient services operations by initiating, coordinating, and enforcing program, operational, and personnel policies and procedures.
• Maintains operations by following policies and procedures; reporting needed changes.
• Provides coverage for the Reception area on a scheduled basis or as required.
• Schedules all patient appointments. Make appropriate scheduling changes, canceling, rescheduling, and confirming appointments.
• Registration of new patients in accordance with policy and procedure.
• Ensures data integrity by accurately inputting patient demographics and insurance information.
• Responsible to accurate data entry for referring in and out physicians.
• Responsible for adding referring physicians and updating their information in Misys.
• Demonstrate good judgment in scheduling appointments, allowing for sufficient time for the completion of each appointment using established procedure.
• Transfers calls to appropriate person and/or department.
• Maintains the electronic “Wait List” by adding patients and reviewing and deleting accounts that no longer meet wait list criteria.
• Responsible for telephone follow up with patients who either cancelled or did not attend their appointments.
• Liaison between front office, business office, nursing department and physicians, handling problems as necessary.
• Ability to embrace change and promote teamwork and program growth.
• Assist various departments with special projects as needed.
• Attends meetings as assigned; communicates issues where appropriate.
• Maintains professional and technical knowledge by attending educational workshops and seminars.

Requirements

Qualifications:

• High School Diploma
• Minimum 1 year experience working in office setting, Medical background a plus.
• Ability to access, input, and retrieve information from a computer.
• Knowledge of office procedures and office machines (i.e. computer, fax, copier, etc)
• Ability to remain calm in stressful situations.
• Ability to communicate accurately and concisely.
• Excellent interpersonal skills.
• Excellent customer service skills.

COVID-19 Vaccine Requirement

In an effort to protect our employees and our patients, we require of all employees to be fully vaccinated against Covid-19. Any candidate seeking employment will be required to be fully vaccinated against COVID-19 and provide proof of your COVID-19 vaccine prior to your start date of employment. If you cannot receive the COVID-19 vaccine because of a qualifying legal reason, you may request an exception to this requirement.

Benefits

• Comprehensive compensation package
• Competitive Medical, Dental, and Vision Plans
• Paid Time Off to enjoy “you” time
• Career development and cross-training opportunities
• 401k Match

Diversity & Inclusivity

At our company, we serve everyone, regardless of gender, sexual orientation, race, ethnicity, or religion. Just as we acknowledge and value the diversity of our patients, we also actively celebrate diversity within our organization.

We are an equal opportunity employer, and we are committed to a safe and inclusive work environment for all. We recognize that diversity among our team allows us to not only more effectively serve our patients, but also to advance innovation and opportunity within our field. We encourage qualified applicants of every background, ability, and life experience to apply to our employment opportunities.

Job Type: Full-time

Pay: $20.00 - $21.50 per hour

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Health insurance
• Paid time off
• Vision insurance

Schedule:

• Monday to Friday

Ability to commute/relocate:

• Seattle, WA 98109: Reliably commute or planning to relocate before starting work (Required)

Experience:

• Call center: 1 year (Preferred)
• Customer service: 1 year (Preferred)

Work Location: Hybrid remote in Seattle, WA 98109

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