Customer Care Representative

Job Details

Job Location
Customer Care Center - Aurora, CO

Position Type
Full Time

Salary Range
$20.00 - $21.81 Hourly

Job Shift
FTE 1.0

Description

Customer Care Representative

Join Us in Making a Difference at STRIDE Community Health Center!

At STRIDE Community Health Center, we are more than a healthcare provider - we are a community-driven force, passionately serving individuals with a 30-year legacy of excellence. As a 501(c)(3) Federally Qualified Health Center (FQHC), STRIDE is deeply rooted in responding to the primary healthcare needs of the medically indigent population in suburban Denver.

About Us:
Founded in 1989
One of the Largest FQHC in Colorado
Comprehensive healthcare services aligned with our mission
We're expanding our team and are looking for dedicated professionals to join us in our mission to provide exceptional healthcare services. If you're ready to make a meaningful impact, consider a career with us.

What will you be doing in this role? A successful candidate will:

General Purpose: The centralized call center schedules appointments and distributes information to STRIDE CHC clients regarding services and programs while providing patients with quality customer service.

Essential Duties/Responsibilities: Answers up to 100 calls per day calls from patients and partners regarding scheduling medical and dental appointments for new and established patients, medication refills, general questions, etc.
Identifies customer needs, clarifies information, builds sustainable relationships and engages customers by going the extra mile.
Keeps accurate records of conversations and communicates effectively with clinic staff.
Ensures one call resolution whenever possible and provides a connection to clinic staff when needed.
Provides excellent customer service to all internal and external customers.
Meet personal and team qualitative and quantitative requirements.
Schedules and cancels appointments according to preset scheduling guidelines.
Answers general questions about STRIDE CHC.
Informs and guides patients to resources within or outside of STRIDE CHC .
Assists callers to STRIDE CHC with medical records requests and specialty referral requests.
Routes messages to clinic staff following STRIDE CHC policies and procedures.
Maintains communications and collaborate with patient, physician, payer representative and STRIDE CHC staff.
Makes outbound calls to patients as directed by CCC Management.
Responds to messages in the STRIDE CHC Patient Portal.
Enters and updates patient information into patients Electronic Health Record.
Meets required monthly metrics and goals.
Stays up to date on all organizational and departmental means of communication (e-mail, Teams, Instant Messaging, etc.)
We Offer $20.00-$21.81 hourly including: Medical, Dental, and Optional Vision Insurance.
Paid-Time-Off (PTO).
Company Paid Life Insurance.
A 401K retirement savings plan & match!
Flexible Spending Account (FSA) and Dependent Care options.
Non-Essential Duties/Responsibilities Attends all staff meetings and all other meetings as assigned.
Completes all other duties as assigned.
Qualifications

Job Qualifications

Knowledge, skill and ability: Ability to interact positively and build rapport with patients, coworkers and/or external contacts.
Ability to work independently and organize work in a manner that ensures accuracy and efficiency
Ability to work from procedure manuals.
Ability to demonstrate the capability to effectively and sensitively respond to the needs and concerns of the full range of STRIDE CHCs diverse patient population.
Customer service skills, including the ability to diffuse upset patients.
Skill in using a variety of computer software including but not limited to the internetand MS Office Products.
Ability to handle sensitive information ethically and responsibly.
Ability to protect the confidentiality of patient, employee and business information.
Ability to be flexible and adaptable to organizational and departmental changes

Education or Formal Training: High school diploma or GED required.

Experience: 3 years related experience or customer service experience preferred.

Material and equipment directly used: Computer, printer, multi-line telephone systems, fax machine, copy machine, calculator, and all Microsoft Office products including Outlook, Excel and the internet. Electronic Medical Records software.

Working environment/physical activities: Office environment within a call center setting. Enters data into computer programs via computer, mouse and keyboard. Moves about the office environment and occasionally to other locations. Moves/transports objects up to 25 lbs infrequently. Communicates information to others via email and telephone. Discerns/analyzes information from others to assist in decision making.

Join Us. Together We Improve lives.

STRIDE verifies employment authorization including, eligibly for employment, education, license, and certification, etc.

A successful candidate will live STRIDE ICARE values:

Integrity doing the right thing even when no one is watching.

Compassion meeting the patient where theyre at with empathy.

Accountability doing what we say were going to do.

Respect showing attention to human dignity.

Excellence having a growth mindset; striving to learn more and practice continuous improvement.

STRIDE recognizes and appreciates the rich array of talents and perspectives that equal employment and diversity can offer our organization. STRIDE is committed to making all employment decisions based on valid requirements. No applicant shall be discriminated against in any terms, conditions or privileges of employment or otherwise be discriminated against because of the individual's race, creed, color, religion, gender, national origin or ancestry, age, mental or physical disability, sexual orientation, gender identity, genetic information, or veteran status. STRIDE does not discriminate against any "qualified applicant with a disability" as defined under the Americans with Disabilities Act and will make reasonable accommodations when they do not impose an undue hardship on the organization.

In an aim to help keep our patients, staff, and communities safe, STRIDE requires that all hired employees be fully COVID-19 vaccinated and to obtain an annual flu shot. STRIDE CHC employees are also required to be screened for tuberculosis and to complete a PPD test.