Call Center Specialist

Call Center Specialist: Spanish, Karen or Burmese speaking specialist (preferred)

SUPERVISOR: Call Center Manager

HOURS: M-F 8-5, Some Sat. 9-12, Flexibility to work rotating shifts, including evenings and weekends

CLASSIFICATION: Full Time/ Hourly/Non-Exempt

PRIMARY LOCATION: Lombard Street (building behind 1021 Broadway location)

QUALIFICATIONS:

High School graduate or GED equivalent

Electronic medical record knowledge needs preferred (Medent EMR)

Fluency in both English and preferred language both verbal and written

Previous experience in a call center or customer service role preferred

Ability to meet daily quota of 70 calls per day

Knowledge of computers, some medical terminology, procedures, and medications

Proven ability to work and participate as a team player

JOB SUMMARY: The Call Center Specialist will be responsible for taking calls from patients and outside parties who will need support and effective communication. This position will provide linkage to services and connection to appropriate teams or individuals in the organization. Call Center Specialists will answer questions or address any concerns they may have or direct them to the appropriate party. Their duties include handling many inbound and outbound calls to and from customers, listening to customers' needs or issues and providing helpful solutions to their problem and rerouting inquiries as needed.

Essential Job Duties

PATIENT CARE

Handle telephone calls regarding scheduling patients for appointments

Manage high quantity of inbound calls in a timely manner

Make outbound calls in response to triages or at request of provider or staff

Schedule and confirm appointments with patients at all clinical locations

Attend to patients needs with patience and exemplary listening skills

Must be able to provide detailed documentation in the Medent system and triage/email information to appropriate person

Identify customers' needs, clarify information, research every issue, and provide solutions and/or alternatives

Well versed in documenting properly and utilizing triage reason codes appropriately

Follow communication "scripts" when handling different topics

Transfer calls and reroute incoming inquiries to appropriate staff member or team

Must have the ability to multitask while dealing with patients in the office and on the phone

Run Multiple Screens and programs at the same time

High Level of Customer Service Phone Skills with great attention to detail

Build sustainable relationships and engage patients by going the extra mile

Keep records of all conversations in our call center database in a comprehensible way

Support the Front Desk Operations in our all-clinical locations with follow up calls to patients that are both active and inactive

Answer multiple phone line systems to schedule new patients for all clinical locations

ADDITIONAL SERVICES

Provide information about available services provided by the clinic

Provide information regarding the community health center

Actively participates as a team member in resolution of problems as they are identified.

Analyzes current procedures, bringing suggestions for improvement to the attention of team members and supervisor for consideration.

Actively participates in maintaining and/or improving quality improvement initiatives

Communicate with our referring doctors and their practices as needed.

Attend trainings and educational opportunities to remain current in best practices

Maintain compliance with HIPAA (Health Insurance Portability and Accountability) guidelines

Attend all team, staff and mandatory organizational training and meetings

PHYSICAL REQUIREMENTS: Must be able to sit or stand for extended periods of time. Exert up to 50lbs. pushing, pulling, or lifting. Walking and climbing stairs required. Able to talk/hear and communicate with others with or without reasonable accommodation.

TRAVEL REQUIREMENTS: Must be able to travel to and between sites while maintaining standards of safety and compliance with motor vehicle traffic laws. This position may require travel for necessary training and conferences.