Call Center Agent Per Diem

Harbor Health Services, Inc.; Boston (MA); On-site; USD 20,664 - 34,440; Part time

Job summary

Harbor Health Services, Inc. is seeking Per Diem Call Center Agents to ensure patient access through handling high volume calls. This hybrid role includes time at the Geiger Gibson Community Health Center in Dorchester, with some remote work possible.

Candidates should have a high school diploma, customer service experience, and excellent communication skills. Bilingual applicants are especially encouraged to apply.

The work includes managing appointments and patient communications efficiently.

Qualifications

• High school diploma/GED required.
• 1 year of experience in a community health center or business environment preferred.
• Excellent customer service and communication skills.

Responsibilities

• Answer and process high volume telephone inquiries.
• Verify and schedule patient appointments.
• Manage pre-registration process with accurate data entry.

Skills

Customer service skills

Verbal communication

Written communication

Teamwork

Computer literacy

Medical terminology knowledge

Bilingual (English/Spanish or others)

Education

High school diploma/GED

Tools

Microsoft Office

Job description

Overview

Harbor Health Services is an innovative, growing, mission-based organization that lives, serves and collaborates with our community members to achieve our mission to help individuals reach their full potential through access to local, affordable services that promote health. Harbor provides medical, behavioral health, dental, and support services to more than 34,000 patients in Boston, the South Shore, and Cape Cod in our community health centers. We also operate two Programs for All-Inclusive Care for the Elderly in Mattapan and Brockton, and a Women's, Infants and Children (WIC) Nutrition Program.

To help further the mission of Harbor, we are currently seeking talented Per Diem Call Center Agents to join our team.

Role

The Call Center Agent ensures patient access to the practice by answering, screening and processing a high volume of incoming calls to the call center.

Positions are hybrid. Hours are onsite at the Geiger Gibson Community Health Center located at 250 Mt. Vernon Street in Dorchester (preferred but other health center sites would be considered.) Remote hours may also be available. The Geiger Gibson location is easily accessible by MBTA.

Various shifts/hours include:

• Monday through Friday 7:00 am to 5:00 pm
• Tuesday and Thursday unit 9:00 pm
• Saturday 8:00 am to 4:00 pm

Responsibilities

• Promptly answers, screens, and processes high volume telephone inquiries with strict adherence to confidentiality agreements, policies and procedures in a professional manner.
• Verifies scheduled appointments, schedules follow up appointments; obtains information from patient requests about referrals, prescription refills and requests for lab results.
• Manages the pre-registration process, ensuring that all data fields are appropriately and accurately completed, timely and accurate data enters patient demographics and insurance information.
• Utilizes centralized scheduling system and software applications to schedule appointments.
• Sends patient communications to the Clinical Team through the EMR on the patient’s behalf as needed.
• Escalates calls to the appropriate staff or Call Center Manager when/as needed.

Requirements

• High school diploma/GED.
• 1 year of experience in a community health center and/or a professional or business environment, previous Call Center experience desired.
• Excellent customer service and verbal and written communication skills.
• Ability to work as part of a team and independently.
• Computer literate, basic competency in Microsoft Office applications.
• Knowledge of Medical Terminology preferred.
• Bilingual; English/Spanish, English/Vietnamese or English/Brazilian Portuguese preferred.
• Ability to work rotating shifts as needed (AM, PM, weekends and holidays).

EEO and Salary

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or veteran status.

The salary range and/or hourly rate listed is a good faith determination of base compensation that may be offered to a successful applicant for this position at the time of this job advertisement. When determining actual base salary and/or rate, several factors may be considered as applicable (e.g. location, years of relevant experience, education, training, and other factors as permissible by law). As such, most offers will not be at the top of the salary range.

Per Diem (on call as needed)