Call Center Representative (Medical Office) - full-time

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.

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.

• 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.