Call Center Representative

Community Health Center of Buffalo; Buffalo (NY); On-site; USD 10,000 - 60,000; Full time

Job summary

An established industry player is seeking a dedicated Call Center Representative to enhance patient satisfaction through exceptional customer service. In this role, you will manage inbound and outbound calls, ensuring that each patient feels valued and understood. Your responsibilities will include scheduling appointments, coordinating patient information, and contributing to quality improvement initiatives. This position offers an opportunity to make a meaningful impact in the healthcare sector while working in a supportive environment. If you thrive in fast-paced settings and are passionate about patient care, this role is perfect for you.

Qualifications

• 1+ year of customer service experience in healthcare or call center.
• Proficient in Microsoft Office and EHR systems.

Responsibilities

• Handle calls and provide personalized customer service to patients.
• Schedule appointments and verify patient information.
• Coordinate patient care and maintain confidentiality.

Skills

Interpersonal Skills

Customer Service

Communication Skills

Problem-Solving

Education

High School Diploma or GED

Associate's Degree in a Related Field

Tools

Microsoft Office

Electronic Health Record System

Job description

The Call Center Representative plays a crucial role in providing exceptional customer service and ensuring patient satisfaction. They must possess excellent interpersonal skills to effectively communicate with patients and address their needs. The primary function of the Call Center Representative is to complete administrative and clinical support tasks to ensure a positive customer experience.

Responsibilities:

1. Handle inbound and outbound calls in a polite manner, providing personalized customer service to patients.
2. Document and report customer feedback to improve the patient experience.
3. Schedule appointments and perform pre-registration tasks, including verifying demographic and insurance information.
4. Discern when triage by clinical healthcare staff is necessary.
5. Coordinate patient and information flow while maintaining patient confidentiality in compliance with HIPAA laws.
6. Contribute to patient care teams by providing care coordination services.
7. Participate in Quality Improvement and Quality Assurance activities as needed.
8. Track and log patient information.
9. Attend meetings as required.
10. Perform other relevant duties as assigned.

Qualifications:

1. High school diploma or GED equivalent.
2. At least 1 year of experience delivering high-level customer service in a healthcare setting or call center.
3. Computer literate and proficient in Microsoft Office.

Preferred Qualifications:

1. Associate's degree in a related field.
2. Comprehensive knowledge of medical terminology.
3. At least 3 years of experience delivering high-level customer service.
4. At least 3 years of relevant healthcare experience.
5. Proficient with an Electronic Health Record system.

Physical Requirements:

The position requires sitting, standing, walking, bending, and stooping. There may be significant job stress associated with the role, and evening and/or weekend work may be required. The position may involve lifting, pushing, pulling, and carrying up to ten pounds.

Pay:

The salary range for this position is $16.76 to $20.24 per hour.

Union Affiliation:

This position is represented by United Healthcare Workers East, Local 1199.