A career at Community Health Centers offers a unique opportunity
to join a team that makes a real impact in our community every day, by
improving individuals' health while enhancing their quality of life.
Top Reasons to work at Community Health Centers
- A great benefits
package that includes healthcare coverage, retirement plans, vacation,
sick leave, and more.
compensation with advancement opportunities and tuition / training
- Awarded “Best and
Brightest Companies to Work for in the Nation” in 2018.
- Awarded “Top 100
Workplaces for Growing Families” by Orlando Sentinel.
- Modernized and
attractive health centers, that patients love.
The Call Center Representative serves as the primary contact for
patients and other customers on scheduling an appointment, reaching their
provider, Care Team, or asking general questions involving CHC. The Call Center
Representative is responsible for ensuring that all necessary data is entered
properly, accurately and thoroughly. The Call Center Representative is responsible
for communicating to the patient pertinent information with regard to CHC
programs and services, financial balances, instructions and/or information
needed prior to the scheduled appointment. The Call Center Representative provides
exemplary customer service to both internal and external customers and strives
to continuously improve service delivery.
Primary Responsibilities and Specific Duties:
- Schedules patient
appointments according to CHC protocols/guidelines.
- Answers the
telephone promptly in a courteous and professional manner.
- Obtains and enters
accurate demographic information into CHC electronic health record (address,
telephone number, insurance information, etc.).
- Schedules patient appointments
according to scheduling protocols/guidelines.
- Reviews, updates
and confirms appointment information including: date, time, location,
provider name, reason for visit and insurance status with caller.
- Informs caller of necessary
items to bring to appointment (including identification card, insurance
card, medications, office visit fee, etc.).
- Informs caller of appointment
expectations and guidelines to include cancellation/no-show policy, prompt
arrival, and discharge guidelines.
- Answers questions
and offer other information, as requested or needed.
- Performs outbound calls
to cancel or reschedule patient appointments and/or provide additional
information as needed.
assistance with special projects as call volume permits.
- Functions as a
liaison for the patients and the Health Center.
- Directs calls to
other departments as needed.
- Responsible for
escalating calls appropriately according to procedures.
- Communicates to
Supervisor cases needing a higher level of intervention in a timely
- Maintains proper
and accurate documentation of all activities as determined.
performance expectations such as: Average Calls Answered, Average Talk
Time, and other performance metric requirements.
- Maintains patient
confidentiality at all times in accordance with HIPAA regulations.
- Performs other
duties as assigned.
- High school
diploma or equivalent is required. College, vocational / technical
training or certification preferred.
- 1 year previous
experience in a call center environment and/or 1 year experience in a
medical/dental office setting preferred.
- Knowledge of electronic
health records software or equivalent preferred.
- Medical Assistant
- Must successfully
pass a Call Center Telephone Assessment test.
- Good verbal and
written communication skills.
- Excellent data
- Bilingual in
Spanish and/or Creole preferred.
- Ability to effectively
handle multiple tasks in a fast-paced environment.
- Basic knowledge of
- Medical and Dental
terminology knowledge preferred.
- Able to work
flexible hours as needed.