Medical Call Center Representative

Fenway Community Health; Ambrus; Sur place; EUR 20 000 - 40 000; Plein temps

Résumé du poste

A healthcare provider in Nouvelle-Aquitaine is seeking a Medical Call Center Representative to enhance patient access and satisfaction. This role involves responding to patient calls, scheduling appointments, and documenting requests. Candidates should have at least a high school diploma and 1 year of healthcare experience. Proficiency in Microsoft Office and electronic medical record systems is required. A competitive salary and benefits package are offered for this full-time position.

Prestations

Comprehensive medical and dental insurance

Retirement plan with employer match

11 paid holidays

Paid vacation

Qualifications

• 1 year of experience in a healthcare setting.
• Able to communicate in a professional and appropriate manner.
• Willingness to work with a diverse patient population.

Responsabilités

• Answer calls from patients, determining their needs.
• Schedule appointments according to patient needs.
• Document caller needs within EMR.

Connaissances

Customer service

Technical proficiency in Microsoft Office

Communication skills

Problem-solving skills

Formation

High school graduate or equivalent

Outils

Electronic medical records systems (Epic or equivalent)

Scheduling software

Description du poste

Medical Call Center Representative – Boston, MA

Job Type: Full-time

Description

Under direct supervision of the Medical Call Center Manager, the Medical Call Center Representative will provide patients with superior access by creating opportunities for patients to have their needs, preferences, and expectations for care, information, and support met at all points in their care journey. Duties include, but are not limited to, being one of the first contacts to our Health Center: answering calls from patients and other health care facilities/providers, determining the caller's need, helping them with their request directly or transferring/taking messages as required, proactively identifying issues and working to resolve them in areas involving patient satisfaction, and patient flow. Using standard work documents and workflows to determine how to best help callers—some examples include: determining which provider or department to contact, making an appointment, documenting patient requests within our EMR, updating patients on the status of their referrals and medication refill request whenever possible.

Representative Duties

• Greet each client in a warm, welcoming, and professional manner
• Log information on calls received, where required to maintain detailed and accurate records
• Provide clients with correct and accurate information regarding Fenway Health services and providers
• Refer unusual or difficult situations to Supervisor
• Act as a liaison for the patient and health center by troubleshooting patient needs to secure a 1 to 2 call resolution
• At all times maintain patient confidentiality
• Establish and maintain effective working relationships with co-workers, supervisors and the general public

Schedule appointments according to established procedures

• Schedule appointments according to patient needs and provider availability
• Follow established scheduling procedures for booking, cancelling, rescheduling appointments

Document caller requests in EMR and route to appropriate team member

• Using standardized workflows, document caller needs within EMR based on reason for call
• Accurately record patient request in EMR document
• Determine how to best serve caller’s request by referencing established work flows (ex: medical advice call flow, prescription request call flow, records request call flow)

Requirements

• Minimum of high school graduate or equivalent
• Minimum of 1 year of experience in a healthcare setting
• Able to communicate in a professional and appropriate manner
• Strong technical proficiency in Microsoft (Outlook, Excel, Word), scheduling software and electronic medical records systems (Epic or equivalent)
• Willingness to work with a diverse patient population
• Previous customer service experience in a healthcare setting

Preferred Qualifications

• Strong problem solving and complex patient management skills
• Bilingual English/Spanish

This is a union position in a Fenway Health bargaining unit represented by 1199 SEIU United Healthcare Workers East.

We offer competitive salaries, and for those who qualify, an excellent benefits package; including comprehensive medical and dental insurance plans, and a retirement plan with employer match. We also provide 11 paid holidays, paid vacation, and more.

LGBTQIA+ identified persons, Black, Indigenous, and other people of color (BIPOC), and individuals from other historically underrepresented communities are strongly encouraged to apply.

Salary Description: 22.62 – 24.87