Description

Reports to: Practice Manager

Rate of pay: $18.39 per hour; paid biweekly

Work schedule: Full-time, 37.5 hours per week. Benefit eligible. Schedule may vary within business hours of 6:30 a.m. - 6:00 p.m. Monday - Thursday and 6:30 a.m. - 5:00 p.m. on Friday. No nights, weekends, or major holidays.

Position Summary: The Call Center Representative (CCR) shall answer incoming calls and messages to Agency health centers and assist patients, providers, and the community. This position shall provide support to our patients and resolve questions and inquiries in a professional, courteous manner.

Primary Responsibilities:

• Promptly and professionally answers incoming telephone calls, eCW messages, and Patient Portal inquiries.
• Manages and routes calls appropriately in a fast-paced environment and within established call timeframes.
• Schedules appointments for providers utilizing scheduling protocols.
• Answers general patient inquiries and questions about patient’s insurance, co-payments, and sliding fee scale.
• Provides superior customer service and a positive experience to patients, providers, and the community.
• Ensures knowledge of health center workflows and the Agency’s services and can communicate advantages and overcome objections professionally.
• Ability to converse with patients while entering appropriate information into Agency systems and software.
• Documents patient communications and actions taken on their behalf in the electronic health record thoroughly and accurately.
• Confirms patient appointments via outbound calls as needed.
• Serves as a liaison between care providers and patients to ensure that patients can access medical services, medications, and other crucial aspects of health care promptly.
• Follows all procedures to prioritize patient needs with provider availability.
• Utilizes appropriate means of communication to serve our patients’ needs with the required staff, i.e., appointment, telephone encounter, or message.
• Responds to all emergency calls according to established procedures.
• Maintains patient confidentiality at all times following HIPAA and CHCNC guidelines.
• Demonstrates ability to know when to request supervisor or additional support to meet the needs of patients, providers, and the community.
• Participates in special customer service projects intended to engage further or provide general education about the services offered at Agency locations.
• Identifies and increases scheduled appointments and enrollment of new patients.
• Performs other duties as requested by Supervisor and/or Manager.

Requirements

• High School Diploma or GED required. Associate's degree preferred.
• One year of customer service experience is required.
• One-year call center and/or medical/dental office experience preferred.
• Written and verbal fluency in the English language is required.
• Excellent active listening skills and telephone etiquette are required.
• Ability to effectively communicate verbally and in writing.
• Maintaining professionalism and confidentiality in dealing with patient information and/or issues.
• Proficient in computer use and experience with MS Office applications, including Excel.
• Excellent organizational and information management skills.
• Ability to multitask and work in a fast-paced environment.
• Ability to maintain good working relationships with others.
• Ability to function well in a culturally sensitive manner within this Agency’s philosophy and mission.
• Sedentary work (ability to lift and carry up to 10 lbs).
• Ability to sit for long periods.
• Ability to talk and hear clearly.
• Ability to tolerate extensive exposure to computer monitor/screen.
• Ability to tolerate extensive use of computer keyboard.