Call Center Representative

Lowell Community Health Center; Lowell (MA); On-site; USD 36,000 - 48,000; Full time

Job summary

Lowell Community Health Center in Lowell, MA is hiring for a Patient Access Representative to greet patients, pre-register, schedule appointments, and assist with information requests. This role acts as primary contact for new and established patients, supporting several departments to ensure smooth patient flow and accurate data entry in the EHR.

The ideal candidate has at least one year in customer service, strong communication, and data entry skills; bilingual abilities are a plus.

Qualifications

• High school diploma or equivalent.
• Minimum of one year’s experience in customer service, preferably in health care.
• Data entry, computer and phone skills required.
• Proficiency in Microsoft Office and EHR systems preferred.
• Able to work independently and in a team.

Responsibilities

• Call Center: Answer phones professionally and transfer calls as needed.
• Registration Data Collection: Input patient demographics and insurance info into PM systems.
• Insurance Verification & Prior Authorization: Verify coverage and assist with authorizations.
• Appointment Scheduling: Schedule, reschedule, or cancel appointments and provide prep info.
• Collection Duties: Inform patients of co-pays and balances; discuss payment options.
• Communication and Customer Service: Deliver excellent service and protect privacy.
• Administrative Duties: Maintain patient records in EHR; manage intake forms.
• Collaboration and Teamwork: Work with departments and participate in trainings.

Skills

Customer service

Data entry

Phone skills

Microsoft Office

EHR systems

Education

High school diploma or equivalent

Tools

Microsoft Office

EHR systems

Job description

Brief Description

Lowell Community Health Center (Lowell CHC) is a community-based health care organization. Our programs have been recognized as national models. With a career at Lowell Community Health Center, you will be joining a dynamic team of passionate and talented people.

Brief Description

Lowell Community Health Center (Lowell CHC) is a community-based health care organization. Our programs have been recognized as national models. With a career at Lowell Community Health Center, you will be joining a dynamic team of passionate and talented people.

SUMMARY

The Patient Access Representative (PAR) position serves as the primary contact for incoming calls for new and established patients and customers accessing or seeking information about Lowell CHC services. Pre-registers, schedules appointments and assists with overall patient requests. Works collaboratively with other members of the health center in order to provide superior patient care delivery. Projects a professional company image through phone interaction. The Patient Access Representative provides overall call and scheduling support to all of the health center departments.

RESPONSIBILITIES

Essential duties and responsibilities include the following. Additional duties and responsibilities may be assigned as deemed necessary.

Call Center

• Answer phones in a professional and courteous manner and respond to patient/customer requests as appropriate.
• Transfer calls or respond to requests accurately connecting patients to the correct department.
• Assist in making reminder calls and following up with patients as needed regarding appointments.
• Orient the patient about rights and responsibilities and overall health center services.

Registration Data Collection

• Accurately gather and input patient demographic, insurance, medical, and financial information into the practice management system.
• Document patient consent and compliance.

Insurance Verification & Prior Authorization

• Enter and/or update all insurance information collected into the practice management system in a timely manner and with a high degree of accuracy.
• Verify patient insurance coverage by navigating multiple systems to retrieve eligibility information.
• Verify prior authorization and primary care provider assignment and help resolve issues to access.
• Verify effective date and benefit information including primary care provider site, co-pays, and outstanding balances.
• Work closely with the Health Benefits Navigators to act upon and resolve any issues involving patients who are uninsured or underinsured.
• Address eligibility alerts, electronic actions and telephone encounters as corrections to patient accounts.
• Contact patients whose insurances are inactive with advance notice to gather insurance information.

Appointment Scheduling

• Ensure accurate data entry in the electronic health record (EHR) system.
• Schedule, reschedule, or cancel patient appointments as needed.
• Provide information about appointment times and preparation requirements.

Collection Duties

• Inform patients of their co-pay, outstanding balance, or other patient responsibility due.
• Educate patients on payment options, including cash pay, check, credit card, or online via MyChart.
• Provide information about health insurance and financial assistance program options including sliding fee scale and refer patients to a Health Benefits Navigator if needed.
• Promote, educate and sign up patients on the Patient Portal and respond to patient portal requests in a timely manner using department protocols.

Communication and Customer Service

• Use questioning and listening skills that support effective telephone communication.
• Deliver exceptional customer service, creating a welcoming environment for patients. Resolve patient complaints and issues in a professional and timely manner.
• Respect and maintain privacy and dignity of patients/customers and co-workers, while assuring patient/client confidentiality at all times.

Administrative Duties

• Maintain and update patient records in electronic health record (EHR) systems.
• Manage patient intake forms, insurance eligibility checks, prior authorization, and other documentation.

Collaboration and Teamwork

• Work efficiently both individually and within a team to accomplish required tasks.
• Assist in coordinating patient referrals to specialists or other departments.
• Participate in department meetings and trainings as needed.

QUALIFICATIONS

• High school diploma or equivalent
• Minimum of one year’s experience in a customer service-related position preferably in a health care setting
• Data entry, computer, and phone skills are required
• Proficiency in Microsoft Office and EHR systems is preferred
• Able to work independently and with other members of a team
• Effective communication and interpersonal skills
• Must be able to remain calm and professional in a fast-paced environment
• Ability to handle multiple tasks, solve problems, and work under pressure
• Ability to work effectively in a high call volume environment
• Bi-lingual language skills are highly preferred

WORK ENVIRONMENT

Frequent contact with patients, families, visitors, nurses and other department staff. Occasional requests to change work areas to cover another priority area to meet patient needs. Occasional stress and pressure caused by multiple simultaneous demands. May be exposed to various infectious diseases. Universal precautions and techniques are included in orientation, and the availability of protective wear is supported and encouraged when the employee is at risk of exposure.