CALL CENTER REPRESENTATIVE

Family Care Health Centers; St. Louis (MO); On-site; USD 32,000 - 42,000; Full time

Job summary

Family Care Health Centers in Missouri seeks a Call Center Representative to join the Health Operations team. You will handle incoming calls, schedule and reschedule patient appointments using EHR systems, and create tasks for clinical staff.

The role requires a high school diploma or GED, at least one year in a medical office, and strong computer, communication, and organizational skills. Bi-lingual abilities are a plus, and confidentiality is essential.

Qualifications

• High School Diploma or GED required.
• One year medical office experience required.
• Typing speed of 40 WPM preferred.
• Knowledge of medical terminology preferred.
• Bi-lingual speaking skills a plus.

Responsibilities

• Answer incoming telephone calls promptly and professionally.
• Schedule patient appointments using EHR systems and create tasks/messages for staff.
• Reschedule appointments and adjust provider schedules as needed.
• Orient new staff to the telephone system.
• Monitor cancellations and reschedule appointments as necessary.
• Manage care gap lists and outbound calls as directed by clinical staff.
• Provide accurate information about procedures, clinic hours, and provider availability.
• Handle urgent calls and escalate issues to medical staff when needed.
• Maintain patient confidentiality and HIPAA compliance.

Skills

Customer service

Communication

Typing 40 WPM

Bilingual (advantage)

Education

High School Diploma or GED

Tools

Electronic Health Records (EHR) systems

Job description

I. Basic Function

DEPARTMENT: HEALTH OPERATIONS

JOB TITLE: CALL CENTER REPRESENTATIVE

Acts as a member of the Operations Team in the role of Call Center Representative.

Reports to: Call Center Manager

Ii. Interdepartmental Relationships

Department Officer: Chief Operations Officer

Iii. Primary Responsibilities

• Receive and answer all incoming telephone calls promptly and professionally.
• Schedule patient appointments utilizing electronic health record (EHR) systems and create detailed tasks/messages for appropriate medical staff.
• Reschedule patient appointments and cancel provider schedules as needed.
• Orient new staff to the telephone system.
• Monitor cancellations and reschedule appointments as necessary.
• Manage care gap lists and outbound calls, schedule appointments for specific patient populations at the direction of clinical staff.
• Provide accurate information about medical procedures, clinic hours, and provider availability.
• Handle urgent calls and escalated issues to appropriate medical staff when necessary.
• Maintain patient confidentiality and comply with HIPAA regulations.
• Performs other duties as assigned.

Iv. Qualifications

• High School Diploma or G.E.D. equivalent required.
• One (1) year medical office work experience or equivalent required.
• Ability to type 40 WPM preferred.
• Knowledge of medical terminology preferred.

CALL CENTER REPRESENTATIVE

Page 2.

• Must possess excellent computer, communication and customer service skills.
• Must possess excellent organizational skills and attention to detail.
• Bi-lingual speaking skills a plus.

V. Confidentiality

Respect for and maintenance of client and staff confidentiality is required.

The above responsibilities/duties describe the chief function (requirements) of the job (holder) and are not to be considered a detailed description of every responsibility/duty (requirement) of the job (holder).