Call Center Agent (CCA)

July
2016

VES/VSC has immediate openings for call center agents to serve as the main point of contact for incoming calls for all three VES/VSC locations.

This role will answer all incoming calls for all VES/VSC clinics, and direct calls to appropriate staff or department as applicable through a networked phone system, as well as, document pertinent client calls in medical record software. The Call Center Agent will be responsible for appropriately identifying triage needs for incoming patients, utilizing support staff when necessary. This position will also assist with scanning all medical record documents into Infinity software, and with with faxing medical records to referring veterinarians, as well as assist leadership team with statistical reports as requested.
 

  • Must be polite and courteous while answering the phone, following appropriate phone etiquette.
  • Always conduct oneself in a confident and professional manner, remaining focused on the client’s needs as a priority.
  • Maintain positive, cooperative relationships with co-workers.
  • Follow established hospital policies and procedures when handling client concerns and complaints.

 
This position requires practical knowledge of hospital procedures, policies and services; client and patient treatment protocols; data transcribing and word processing; and the standard procedures, records and terminology used in the veterinary hospital. Previous call center or healthcare experience helpful, but not required.