Call Center Coordinator

Caring Health Center; Springfield (MA); On-site; USD 26,000 - 33,000; Full time

Job summary

Caring Health Center in Springfield, MA is seeking a front office receptionist to manage phone calls, triage messages, schedule appointments, and maintain patient records in a busy clinic.

The role requires a high school diploma, computer literacy, and strong communication in English; bilingual interpretation support may be available. The position emphasizes professionalism and confidentiality in daily operations.

Qualifications

• High school diploma required or equivalent.
• Experience with switchboard/reception in a fast-paced office is preferred.
• Capable and articulate in conversational English.

Responsibilities

• Receive and forward incoming calls to appropriate departments in a friendly manner.
• Refer sick calls to nursing staff for triage.
• Take and document messages in the electronic health record system.
• Schedule medical appointments with patient demographics and interpreter needs.
• Maintain confidential patient information and professional appearance.

Skills

Communication

Computer literacy

Interpersonal skills

Education

High school diploma

Tools

Switchboard

Electronic health record (EHR)

Job description

Reports to: Front Office Operations Manager

Department: Front Office

• High school diploma minimum.
• Previous experience with switchboard/reception in a fast-paced office
• Capable, sensitive, and articulate in conversational English.
• Computer literacy in general word processing and database applications.
• Ability to establish and maintain effective working relationships with other employees, individuals seeking assistance, and the general public.
• Reliable and professional in behavior and appearance.

Principle Responsibilities and Duties:

• In accordance with established procedures, receives, takes messages and forwards all incoming phone calls as appropriate (to triage nurse, interpreters, outreach, or administrative departments) in a friendly manner.
• Refers sick call-ins to clinical nursing staff for triage.
• Takes and documents messages from callers as necessary using an electronic health record system.
• Facilitates general telephone operations.
• Efficiently schedules medical appointments of returning patients: notes, all necessary patient’s demographic information type of visit, and interpreter needs, if any.
• Maintains current knowledge of the time requirements of various categories of patient visits, preferences and work schedules of various physicians, and any interpretation needs..
• Ensure all patient enquiries and complaints are relayed to proper member of management
• Handle inquiries (regarding hours, location, programs, patient eligibility, etc.) in a professional manner.
• Inquire of all patients as to any change in address, phone, financial or insurance status.
• Coordinates and schedules appointments for the deaf and hearing impaired.
• Make patient reminder calls in a timely fashion.
• As time permits, may perform computerized word processing or data processing for administrative and medical staff.
• May assist patients or staff with bilingual interpretation as time permits.
• Assists staff in identifying/contacting external office support services.
• Maintains work area in a clean, organized and orderly fashion to facilitate interactions with other staff and to reflect well on the Health Center when viewed by the public.
• Maintains confidentiality of all health center information.
• All other duties as required.

Physical Requirements:

• Prolonged periods of sitting at a desk and working on a computer.
• Must be able to lift up to 15 pounds at times.

*Salary range $19.23-$24 per hr*

Equal Opportunity Employer

This employer is required to notify all applicants of their rights pursuant to federal employment laws. For further information, please review the Know Your Rights notice from the Department of Labor.