Call Center Operator

Hawai'I Island Community Health Center; Kailua (HI); On-site; USD 46,000 - 53,000; Full time

Job summary

Hawaii Island Community Health Center is seeking a detail-oriented Call Center Operator to join our patient access team. You will manage a multi-line switchboard, greet callers, route inquiries, and schedule appointments with a focus on courteous, accurate service.

Under supervision of the Call Center Manager, you’ll maintain records, assist with registrations, and help patients access programs and services. This is a non-remote, on-site role in Hawaii.

Qualifications

• High School diploma or GED with 6–12 months related experience.
• Basic knowledge of general office procedures including filing, copying, and faxing.
• Ability to use a computer to enter patient data and retrieve information.
• Ability to work on multiple tasks within established deadlines.
• Strong communication skills to interact with diverse groups of people.
• Sensitivity to the multicultural nature of the service area population; may require another language.

Responsibilities

• Answer a high volume of inbound calls promptly and courteously.
• Screen calls and connect callers to the appropriate departments or individuals.
• Provide general information about programs, functions, and services.
• Assist with scheduling, rescheduling, canceling, and confirming clinic appointments.
• Forward calls requesting referrals, medication refills, lab orders, and results to the proper departments.
• Maintain daily records of patient calls and encounters.
• Ensure customer satisfaction by maintaining a positive, empathetic attitude.
• Communicate effectively with callers/patients to resolve issues.
• Register new patients and update registration information.
• Collect and update personal, demographic, health, and insurance information in charts.
• Follow protocols when handling difficult callers.
• Participate in ongoing customer service and software skills training.

Skills

Customer service

Multitasking

Communication

Data entry

Problem solving

Teamwork

Education

High School diploma or GED

Tools

Call center software

CRM system

Job description

If you are unable to complete this application due to a disability, contact this employer to ask for an accommodation or an alternative application process.

Call Center Operator

3 days ago Requisition ID: 1659

Salary Range: $18.96 To $25.65 Annually

Join Our Team as a Call Center Operator!

Are you passionate about providing excellent customer service and making a difference in your community? Hawaii Island Community Health Center is looking for a dedicated Call Center Operator to join our team!

Position Summary:

As a Call Center Operator, you will play a crucial role in ensuring smooth communication within our clinic. Under the general direction of the Director of Patient Access and direct supervision of the Call Center Manager, you will manage a multi-line switchboard, greet callers, answer questions, route calls, and provide professional and courteous customer service. Not a remote position.

Key Responsibilities:

• Answer a high volume of inbound calls promptly and courteously.
• Screen calls and connect callers to the appropriate departments or individuals.
• Provide general information about our programs, functions, and services.
• Assist with scheduling, rescheduling, canceling, and confirming clinic appointments.
• Forward calls requesting referrals, medication refills, lab test orders, and results to the appropriate departments.
• Maintain daily records of patient calls and encounters.
• Ensure customer satisfaction by maintaining a positive, empathetic, and professional attitude.
• Communicate effectively with callers/patients, actively listening and facilitating access to services or resolution of complaints.
• Register new patients and update registration information for existing patients.
• Collect and update personal, demographic, health, and insurance information accurately in the patient's chart.
• Follow department protocols in handling difficult, angry, or disruptive callers.
• Participate in ongoing customer service, telephone, and software skills training.

Requirements:

• High School graduate or GED certificate with six months to one year of related experience and/or training; OR any equivalent combination of experience, training, and/or education.
• Basic knowledge of general office procedures including filing, copying, and faxing.
• Ability to use a computer to enter patient data and retrieve information.
• Ability to work on multiple tasks within established deadlines.
• Ability to work under the direction of a Manager and follow instructions.
• Initiative to resolve patient concerns and problems.
• Strong communication skills to interact effectively with diverse groups of people, including staff, providers, and patients.
• Sensitivity to the multicultural nature of the service area population; may be required to communicate in another language.

Why Join Us?

At Hawaii Island Community Health Center, we are committed to providing high-quality healthcare services to our community. Join our team and be part of a supportive and dynamic environment where you can grow professionally and make a meaningful impact.