Call Center Representative

Job Summary:

Maple City Health Care Center (MCHCC) is a Federally Qualified Health Center dedicated to improving our community’s health by making quality comprehensive healthcare accessible to all. We strive for a healthy community where everyone is cared for.    

The Call Center Representative is a member of the Patient Resources Team that includes health care navigators, front office, billing, and social services. They support the mission and values of Maple City Health Care Center (MCHCC) by improving the patients' access to quality healthcare.  

Duties and Responsibilities:

• Demonstrates excellent customer service while answering and screening incoming telephone calls in a fast-paced call center environment. 
• Identifies and addresses caller questions and concerns, resolving issues when possible and routing requests and messages to appropriate staff.  
• Documents call interactions and details. 
• Maintains accurate data in the electronic health record and maintains patient privacy and security as outlined by HIPAA 
• Schedules patient visits, reviews insurance eligibility, and collects patient demographics; maintains proficiency in insurance basics. 
• Monitors providers’ schedules for openings and participates in recall campaigns to ensure maximum utilization of available appointments. 
• Maintains a positive and professional demeanor throughout interactions 
• Offers flexibility to cover for front office teams and other call center staff when needed.   
• Performs other duties that support our shared work, as assigned 

Required Skills and Abilities:

• General computer skills including electronic communications and multiline phone navigation 
• Strong communication and organizational skills, ability to interact effectively with other staff, patients and diverse populations 
• Excellent customer service skills 
• Bilingual: English/Spanish; oral (written preferred) 
• Effective interpersonal skills 
• Ability to work under pressure and meet deadlines 

Education and Experience:

• High school graduate or GED equivalent required 
• Associates degree or equivalent work experience preferred 
• Six months previous customer service experience, preferably in a health care setting 
• Experience working with diverse populations 

Requirements:

• Ability to lift up to 15 pounds 
• Ability to perform prolonged periods of time in front of a computer 
• Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of this work 
• We are required by federal law to verify identity and eligibility to work in the U.S. 

What We Offer:

• Competitive salary and benefits package (Retirement plan, health insurance, childcare reimbursement) 
• Opportunities for professional development and growth 
• A supportive and inclusive workplace culture 
• The chance to make a meaningful impact on the healthcare experience in our community 

How to Apply:

To apply for this position, please submit your resume and a cover letter that highlights your experience and how your unique background will contribute to our team. We encourage candidates from all backgrounds to apply. 

Equal Opportunity Employer:

Maple City Health Care Center is an equal opportunity employer, and we are committed to creating a diverse and inclusive culture. We do not discriminate on the basis of sex, race, gender identity, sexual orientation, religion, national origin, age, veteran status, or any other protected status under the law. We celebrate diversity and are committed to creating an inclusive environment for all employees and the patients we serve.