Call Center Representative

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.
  • Competitive compensation with advancement opportunities and tuition / training reimbursement.
  • 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.

Job Summary:

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.
  • Provides 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 manner.
  • Maintains proper and accurate documentation of all activities as determined.
  • Maintains 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.

Qualifications:

Education:   

  • High school diploma or equivalent is required. College, vocational / technical training or certification preferred. 

Certification:

  • None

Experience: 

  • 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 experience preferred.
  • Must successfully pass a Call Center Telephone Assessment test.

Special skills:   

  • Good verbal and written communication skills.
  • Excellent data entry skills.
  • Bilingual in Spanish and/or Creole preferred.
  • Ability to effectively handle multiple tasks in a fast-paced environment.
  • Basic knowledge of Microsoft applications.
  • Medical and Dental terminology knowledge preferred.

Other requirements:

  • Able to work flexible hours as needed.