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Contact Center Agent

Poughkeepsie, NY 12601

Posted: 05/30/23 Employment Type: Temp To Perm Industry: Admin/Clerical Job Number: 15378

Job Description

Schedule:   MON-FRI, 9:30AM-6PM (rotating SAT, 8AM-5PM)
Pay:  $18.00-$19.00/hr
Job Type:  Long term Temporary (Perm for the right person)


Position Overview: The Contact Center Agent operates the Group’s Contact Center and provides routine information and directs calls to appropriate area.


Essential Duties and Responsibilities: (including but not limited to the following)

  • Channels all incoming calls, routes calls to appropriate department and/or person.  Announces calls to physicians and executive staff.
  • Takes messages and processes them accordingly. 
  • Knows physicians and staff schedules for all offices. 
  • Has general information regarding insurance, schedule, procedures, and services provided by the Group.
  • Keeps log of physician telephone numbers, cell phones and pager numbers.
  • Responsible for taking consults called in by the hospital, physicians or service and relaying them to physicians requested.
  • Handles emergencies according to specified procedure.
  • Turns over calls to the answering service as per instructed.
  • Keeps answering service advised to covering physicians, physician telephone pagers and telephone numbers.
  • Confirms physicians’ daily appointments, checking information and updating when possible.
  • Maintains information and confidentiality.
  • Performs related work as required.


Performance Requirements:
  • Adheres to all policies and procedures including OSHA and HIPAA guidelines.
  • Knowledge of business office procedures.
  • Knowledge of Call Manager software and communication procedures. 
  • Skill in operating a communications system. 
  • Ability to read, understand and follow oral and written instructions. 
  • Ability to speak clearly and concisely with a pleasant telephone voice.
  • Ability to handle stressful situations. 
  • Ability to establish and maintain effective working relationships with patients, physicians, staff and the public.


Typical Physical Demands:

  • Work requires sitting for long periods of time; also stooping, bending and stretching for files and supplies.  Occasionally lifting files or paper weighing up to 30 pounds. 
  • Requires the use of office equipment, such as computer terminals, telephones and copiers. 


Typical Working Conditions:

  • Work is performed in reception area. 
  • Involves frequent contact with patients, physicians, and staff. 
  • Work may be stressful at times, interaction with others is constant and interruptive
  • Contact involves dealing with sick people. 


  • Superior customer service skills
  • PC proficiency with Microsoft Office and Outlook
  • Self-starter with the ability to work independently



One to two years of Contact Center experience preferably in a medical group.


  • High School diploma or equivalent/GED

Job Requirements

Call Center Experience
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