Description:

REPORTS TO: Reception Supervisor

FLSA: Non-Exempt $17-$26/hour

PURPOSE: The Call Center Representative is an integral member of the Patient Services team, functioning as the primary point of contact for existing clients/patients. The role of each Call Center Representative is to handle high volume incoming phone calls while adhering to the quality of standard, by accepting ownership for effectively solving client/patient issues, complaints, and inquiries, and by keeping client/patient satisfaction at the core of every decision and behavior.

RESPONSIBILITIES:

Take incoming patient calls and provide accurate, satisfactory answers to their questions and concerns.
De-escalate situations involving dissatisfied patients, offering patient assistance and support.
Collaborate with other call center representatives and patient services teams within the organization to improve customer service.
Managing a large number of inbound calls in a timely manner and forwarding the appropriate department as necessary.
Answer telephone calls promptly and politely.
Obtain, enter, and confirm accurate demographic information into the EMR system.
Schedule appointments appropriately then review appointment date, time, location, and provider with patient.
Inform call of items to bring to appointment (including insurance card, medications, and if necessary, office visit fee).
Answers and directs incoming phone calls, creates encounters and forwards to appropriate departments.
Maintain a clear line of communication with working reception group.
Attend meetings and trainings as directed by supervisor.
Additional duties as assigned by supervisor or team lead.

Requirements:

COMPETENCIES:

Detail Orientated
Maintains strict confidentiality of patient information in accordance with HIPPA and HCHC policies.
Exhibits professionalism.
Performs job duties with a positive attitude and dedication to working hard.
Providers support and cooperation when working with others to provide the best possible patient care.
Remains loyal, carrying out the organization’s mission, vision, and values.
Demonstrates expert-level knowledge and skill set to properly execute position duties.
Problem solver through critical thinking and providing solutions.

QUALIFICATIONS:

REQUIRED:

High school diploma or equivalent.
Previous experience in a medical/dental office.
Computer experience/skills.
Ability to work independently.
Good time management and ability to prioritize and multitask.
Excellent leadership, judgment, communications, organizational, customer service and problem-solving skills.
Ability to interact with all levels of management required.

This is a hybrid/remote position; two days in the office will be required weekly.

PREFERRED:

1-3 years’ experience in a medical/dental office

PHYSICAL DEMANDS:

Stand

Walk

Talk or Hear

Push/Pull

Stoop, kneel, crouch or crawl

Reach w/hands and arms

Lift at least 10 pounds

WORK ENVIRONMENT:

Moderate noise level

HEARING:

Ability to hear alarms on equipment

Ability to hear client call

Ability to hear instructions

Hilltown Community Health Center

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Call Center Representative