Call Center Representative

Family Health Center of Worcester, Inc.; Worcester (MA); On-site; USD 21,000 - 30,000; Full time

Job summary

Family Health Center of Worcester, Inc. is seeking a Call Center Representative to assist patients by delivering high quality customer service, following policies, procedures, and HIPAA guidelines during every inbound call.

You will confirm demographics, schedule medical and behavioral appointments, resolve issues with care and courtesy, and report findings to the Director of Patient Services to keep workflow smooth.

Qualifications

• Two years relevant work experience preferred including demonstrated customer service and accurate data entry.
• High School / GED required. Two to four years college or a combination of education and relevant work experience preferred.
• Medical Office Administration certificate strongly preferred. Bilingual English/Spanish required, or as needed to support other health center languages.

Responsibilities

• Confirm and update patient demographics; schedule medical and behavioral appointments as needed.
• Provide accurate call resolution to ensure efficient patient flow and high-quality service; deescalate issues.
• Communicate problems, findings, and scheduling issues to the Call Center Supervisor to sustain workflow.
• Maintain HIPAA compliance and protect patient privacy in all interactions.

Skills

Customer service

Data entry

Communication

Education

High School / GED

Two to four years college or equivalent

Job description

The Call Center Representative assists the patients by following and utilizing high quality customer service, policies, procedures, and protocols in every patient interaction at every inbound call.

Essential Duties and Responsibilities:

Call Center Representative will confirm and update patient demographics, schedule medical and behavioral appointments as needed. The Call Center Representative will provide the best call resolution and accuracy ensuring efficient patient flow and positive outcome, consistent high quality service, problem-solving and deescalating issues or concerns. The Call Center Representative is a key resource for communication to Call Center Supervisor on any problems, findings, scheduling issues including same day access and scheduling mistakes, to sustain a steady workflow for staff and patients. Call Center Representative must comply with HIPAA bound space and able to provide high quality work with minor supervision customer service and patient satisfaction are key initiatives in this role.

Experience Required:

Two years relevant work experience preferred including demonstrated customer service and accurate data entry.

Educational Requirements:

High School / GED required. Two to four years college or a combination of education and relevant work experience preferred.

Professional Licensure/Special Skills and Certification Required:

Medical Office Administration certificate strongly preferred. Bilingual English/Spanish required, or as needed to support other health center languages.

Reporting Relationship:

Reports directly to the Director of Patient Services