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
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 and 2019.
- Awarded "Top 100
Workplaces for Growing Families" by Orlando Sentinel.
- Modernized and
attractive health centers, that patients love.
The Call Center Nurse is responsible for day to day telephonic
medical management. Manages member care
ensuring essential, effective, appropriate and coordinated behavioral and
physical health and social services. Acts as a member advocate, seeking and
coordinating solutions to member health care needs.
The Call Center Nurse will also serve as a contact for patients
and other customers on scheduling an appointment, reaching their provider or
Care Team, or asking general questions involving CHC. The Call Center Nurse is
responsible for ensuring that all necessary data is entered properly,
accurately and thoroughly. In addition, communicates to the patient pertinent
information with regard to all CHC programs and services, financial balances,
instructions and/or information needed prior to the scheduled appointment. The Call
Center Nurse provides exemplary customer service to both internal and external
customers and strives to continuously improve service delivery.
Primary Responsibilities and Specific Duties:
Customer Care nurse Responsibilities:
- Answer the
telephone promptly in a courteous and professional manner.
- Will maintain,
produce, and complete call logs and reports as indicated.
- Will maintain
minimum amount of calls per day as directed by Supervisor.
- Uses call flow
chart to properly assist patient and make appointments as indicated,
identifying and escalating priority issues.
- Communicates to
assigned Supervisor or Center Leaders clinical cases needing a higher
level of intervention in a timely manner.
- Documents all
patient care information according to CHC procedures which includes
navigation in the EHR by utilizing the appropriate workflow, tools, and
- Updates patient information
as indicated or as necessary.
- Under the guidance
of the Provider, respond to questions regarding medications and treatment
instruction; record and report member's condition; provide education and
teaching; and answer questions regarding diagnostic testing and treatment
by researching required information using available resources.
responds, and utilizes working relationships with and knowledge of
referral sources, community resources, and collaboratively works with
- Acts as a clinical
resource to other internal departments.
- Attends all
training and in-service meetings.
Customer care representative Responsibilities:
- Schedule patient
appointments according to CHC protocols:
- Obtain and enter
accurate demographic information into CHC electronic health record
(address, telephone number, insurance information, etc.).
- Schedule patient
appointment according to scheduling protocols.
- Review, update and
confirm appointment date, time, location, and provider name with caller.
- Inform caller of
necessary items to bring to appointment (including identification card,
insurance card, medications, office visit fee, etc.).
- Inform caller of
- Answer questions
and offer other information, as requested or needed.
- Service patients
- Perform outbound
calls to cancel or reschedule patient appointments and/or provide
additional information as needed.
- Provide assistance
with special projects as call volume permits.
- Act as a liaison
for the patients and the Health Center:
- Direct calls to
other departments as needed.
- Responsible for
escalating calls appropriately according to procedures.
performance expectations such as: Average Calls Answered, Average Talk
Time, and other performance metric requirements.
- Maintain patient
confidentiality at all times in accordance with HIPAA regulations.
- Performs other
duties as assigned.
- Degree from an
accredited school of nursing
- Current LPN or RN
- Minimum of 1 year experience
as a licensed LPN or RN required.
- Call Center Nurse
- Knowledge of
electronic medical records preferred.
- Current Florida
- Must possess and
maintain current/valid Florida LPN or RN license.
- Current/valid BLS
certification, or must be obtained within the first 30 days of employment.
- Ability to
demonstrate organizational skills and attention to detail.
- Ability to deal
with patients effectively in frequently upsetting situations.
- Able to function
professionally in emergency situations.
- Bilingual in
Spanish and/or Creole, preferred.
- Able to work
flexible hours as needed.
- May require
traveling to CHC locations as assigned.