Call Center Representative

Job Details Job Location: International District - Seattle, WA Position Type: Full-Time Salary Range: $20.00 - $22.00 Hourly Job Shift: Day Job Category: Health Care Description SIHB Core Competencies Core Competencies are foundational commitments and skills that all SIHB staff are expected to develop.

These competencies define common measures for performance that are applied to every role in the organization.

* Commitment to Indigenous and Organizational Values: Everything we do at SIHB is centered on Traditional Indian Medicine.

It is our responsibility to maintain cultural integrity in all that we do.

* Accountability: All employees of SIHB effectively manage their own work and the work of their teams.

We take ownership of our actions and decisions.

We all strive to deliver the highest quality work and care, while respecting our teammates and Patients.

* Collaboration: SIHB is a team-oriented organization.

As team members, we share the responsibility of working toward a common purpose.

We collaborate with our colleagues across the organization to deliver the highest quality of care and results in alignment with our mission, vision, values and Theory of Change.

* Communication: We practice effective and clear communication with staff, Patients, teams and community.

We demonstrate empathy among each other and with those we serve, and transparency in our decision making.

* Customer Service Orientation: All employees of SIHB recognize the needs of the diverse community we serve.

We put the needs of our Patients first by delivering the highest quality, professional, responsive, and innovative care.

Our Patients come first and deserve the best.

Position Summary: The Call Center Representative's (CCR) main responsibility is to exhibit exemplary internal and external customer service.

They will efficiently, professionally, and accurately respond to callers.

They must possess strong communication, both electronic and verbal skill.

CCR's will work with various departments to ensure effective operational flow.

While guiding patients through the systems of care and remove any barriers one may experience in accessing the care and services they need.

The CCR's will provide a warm and welcoming experience.

Organizational Structure/Reporting Relationships: This position reports directly to Community Relations Manager and has no direct reports.

Organizational Responsibilities * Hold Indigenous values and practices with respect and integrity * Hold yourself accountable to the highest standard by being resourceful, innovative, creative and solutions-oriented * Actively participate in organizational activities with the understanding that success is achieved through teamwork.

* Recognize that communication is central to the organization's success and actively champion your words and actions to maintain respect for others, encourage constructive feedback, be open to share laughter and acknowledge differences in skills and opinions, all while keeping others' best intentions in mind.

* At SIHB, we refer to our customers as relatives.

Our relatives come first and deserve the best.

Serve the needs of our Patients first by delivering the highest quality, professional, responsive and innovative care.

Job Responsibilities, Qualifications and Education Job Responsibilities: * Self-motivated; exhibit exemplary internal and external customer service, in a friendly, enthusiastic, and outgoing manner.

* Handle all incoming calls with proper phone etiquette.

* Possess active listening skills with callers, confirming and/or clarifying information.

* Ability to de-escalate situations involving dissatisfied relatives, offer assistance and support * Ability to operate complex & multiple phones lines * Facilitate comprehensive communication between the relative, their support systems and care teams.

* Ensure confidentiality is the highest priority of all information according to HIPAA regulations.

* Receive patient comments and complaints in a professional, calm and confidential manner.

* Conduct overhead announcements in a professional tone * Assess needs and answer general questions regarding SIHB services.

* Pre-register & schedule appointments.

Inform new relative to arrive 30 minutes prior to appointment and bring that required documents * Make appropriate scheduling changes, cancellations, reschedules, and confirm appointments.

* Experience with EPIC scheduling & EHR software is highly preferred.

* Taking part in training and other learning opportunities to expand knowledge of SIHB and the CCR position.

* Adhering to all SIHB policies and procedures.

* Ability to adapt to change * Flexibility * Comfortable working in fast-paced environments * Operate walkie talkie radio as vital form of safety communication and utilize the proper radio etiquette.

* Ability to speak multiple language is preferred but not required.

* Actively participate in internal quality improvement teams and work with members proactively to drive quality improvement initiatives in accordance with the mission and strategic goals of the organization, federal and state laws and regulations, and accreditation standards, when assigned.

* Other job-related duties as assigned Qualifications: Required: * Exceptional customer service skills.

* (1) year of relevant experience working in a medical office.

* Work well under pressure, able to meet multiple and often competing deadlines.

* Experience working with the unique healthcare needs and social issues facing American Indians/Alaska Natives (AI/AN) and the desire to promote the delivery of appropriate health services to this population.

* Strong computer skills and familiarity with MS Office Suite and EPIC scheduling software.

Must be organized and able to: * Manage time * Prioritize tasks * Work independently * Multitask * Work well as a part of a team * Critical thinking skills regarding solving problems and process improvement * Consistently model SIHB's philosophy of Indigenous Knowledge Informed Care Education: * High school education or equivalent required, Associates degree Health Administration or Health Information Systems, or related field desired.

Work Environment: Clinic hours are Monday through Friday 8 am to 5 pm FOR INFORMATION ABOUT OUR BENEFITS PACKAGE, PLEASE VISIT OUR WEBSITE AT: