Call Center Associate

GREATER NEW BEDFORD COMMUNITY HEALTH CENTER; New Bedford (MA); On-site; USD 27,552 - 33,062; Full time

Job summary

The Greater New Bedford Community Health Center is seeking an entry-level Call Center Associate to support patient access in New Bedford, MA. This full-time role runs 32 hours per week, Monday through Thursday, 8:30 AM to 5:00 PM, and requires a high school diploma.

Responsibilities include greeting callers, scheduling appointments, handling basic inquiries, and routing complex questions to appropriate staff while protecting patient information under HIPAA.

Qualifications

• High School diploma required.
• Minimum two years call center or customer service experience.
• Knowledge of electronic health record software preferred.
• Bilingual in English and Portuguese or Spanish required.

Responsibilities

• Greet callers to the Health Center promptly in a welcoming manner.
• Assist patients with scheduling, rescheduling and cancelling appointments.
• Answer caller questions or route to the appropriate staff while maintaining HIPAA compliance.
• Take messages and ensure urgent messages reach staff within five minutes.
• Manage switchboard operations and correct message routing.
• Provide information about Health Center services as needed.

Skills

Bilingual (English + Portuguese/span•)

Education

High School diploma

Tools

Electronic health record software

Job description

Job Details

Level: Entry

Job Location: New Bedford, MA 02740

Position Type: Full Time

Education Level: High School

Salary Range: $20.00 - $24.20 Hourly

POSITION SUMMARY:

32 hours per week, Monday - Thursday 8:30AM - 5PM

Call center associates (CCA) are vital to the care provided to patients of the Health Center. Greeting callers in a welcoming tone, listening to the caller and understanding the reasons for their call is the first critical part of a CCAs role. After identifying the reason for the call and the caller/patients identity, our CCAs will help patients who need appointments scheduled, rescheduled or cancelled; need information about the Health Center or a provider; answer general questions that can be found in the patients record. When a CCA cannot answer a question or help the caller, he/she will transfer the call to another associate within the organization who can provide assistance. CCAs will follow all HIPAA policies and procedures as well as clinical protocols to ensure patient safety as well as secure protected health information.

ESSENTIAL FUNCTIONS:

• Greets all callers to the Health Center promptly and in a welcoming manner.
• Lists the callers needs and identifies the reason for his/her call.
• Assists patients with scheduling, rescheduling and cancelling Adult Medicine appointments.
• In accordance with clinical and HIPAA policies and procedures, answers caller questions when appropriate. Routes all other calls to the appropriate group or employee who can assist the caller.
• Takes messages for staff as needed and ensures staff receive urgent messages within five minutes.
• Calls answering service each morning to open switchboard and check for messages that need to be forwarded to internal departments.
• Ensures that switchboard is turned over every evening to the answering service. Verifies the transfer was done accurately by calling the main number to see if the service picks up.
• Uses overhead paging appropriately when unable to reach staff at their extension(s).

REQUIRED KNOWLEDGE & SKILLS:

• Bilingual in English and Portuguese or Spanish is required.
• Must possess strong customer service skills.
• Prior experience as a medical secretary or medical assistant is a plus.

REQUIRED EDUCATION & OTHER CREDENTIALS:

• Education: High School diploma or equivalent is required.
• Experience: A minimum of two years call center or customer service experience is required
• Certification/Licensure: None required.
• Software/Hardware: Knowledge of electronic health record software is preferred.

Qualifications

• High School diploma or equivalent. Minimum one year of technical training in relevant field.
• Ability to recognize those patients who are in distress and take appropriate action.
• 2-4 years experience as a receptionist working in a relevant field.
• Strong verbal, organizational and interpersonal skills.
• Preferrable Bi/Trilingual in Spanish and Portuguese.