Medical Call Center Representative

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

Résumé du poste

A healthcare provider in Ambrus is seeking a Medical Call Center Representative to deliver superior access for patients. The role involves answering calls, scheduling appointments, and documenting requests in EMR. Applicants should have at least one year of healthcare experience and strong customer service skills. A comprehensive benefits package is provided including medical, dental, and retirement plans.

Prestations

Comprehensive medical and dental insurance

Retirement plan with employer match

11 paid holidays

Paid vacation

Qualifications

• Minimum of one year of experience in a healthcare setting.
• Ability to communicate in a professional manner.
• Willingness to work with a diverse patient population.

Responsabilités

• Answer calls from patients and determine their needs.
• Schedule appointments based on patient needs and provider availability.
• Document patient requests in EMR.

Connaissances

Customer service

Technical proficiency in Microsoft Office

Conflict resolution

Communication skills

Bilingual English/Spanish

Formation

High school graduate or equivalent

Outils

Epic or equivalent EMR

Scheduling software

Description du poste

All Jobs > Medical Call Center Representative

Fenway Health

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Medical Call Center Representative

Boston, MA

• Patient Services
  
  

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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: answer calls from patients and other health care facilities/providers, determine the caller's need, help them with their request directly or transfer/take messages as required, proactively identify issues and work 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: determine which provider or department to contact, make an appointment, document patient requests within our EMR, update patients on the status of their referrals and medication refill request whenever possible.

Representative Duties

Provide excellent customer service

• Greet each client in 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 /hour

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