Contact Center Representative

Neighborhood Health Center of WNY, Inc.; Buffalo (NY); On-site; USD 26,000 - 29,000; Full time

Benefits offered by this job

Medical insurance

Dental insurance

Life insurance

403b match

Health savings account (HSA) employer

Wellbeing programs

Continuing education opportunities

Generous paid time off

Holidays

Job summary

Neighborhood Health Center is seeking a Contact Center Representative to greet callers, route inquiries, and schedule appointments across departments and locations in Buffalo. The role emphasizes a positive patient experience and requires empathy and teamwork.

Based at Mattina location, 300 Niagara St., you will work Monday–Friday between 7:45 a.m. and 6:00 p.m., with opportunities for professional development and comprehensive benefits.

Qualifications

• At least one year of call center/customer service experience.
• English reading, writing and speaking required.
• Spanish language skills preferred.
• EHR/EMR knowledge preferred but not required.
• Kindness, respect and compassionate communication with patients.
• Teamwork and collaboration to meet goals.

Responsibilities

• Answer telephone calls and assist callers.
• Direct calls to appropriate department/staff.
• Schedule appointments for all departments and locations.
• Verify patient information and update records in the system.
• Use the EMR to send clinical messages to departments.
• Document cancelled appointments in the computer.
• Confirm appointments as directed.
• Fill provider schedules using reports.
• Must be available to work Monday–Friday between 7:45 a.m. and 6:00 p.m.
• Based at Mattina location, 300 Niagara St.

Skills

Call center experience

EMR knowledge

Spanish preferred

Tools

EMR system

Job description

Contact Center Representatives at Neighborhood greet callers on the phone and direct inbound calls, and schedule appointments for all departments and locations. If you believe healthcare is a right, that everyone deserves high quality care so they can enjoy their highest level of health and wellbeing, and you value each person's individual story consider joining us at Neighborhood! As a Contact Center Representative at Neighborhood, youll have an important role in setting the tone for a positive patient experience.

About the Role:

• Answer telephone calls and assist callers
• Direct calls that need immediate attention to the appropriate department/staff
• Schedule appointment for all departments and locations in accordance with organizational guidelines
• Verify patient information; correct and update patient information in the computer system and obtain preferred usual provider on all patients
• Use the EMR to send clinical messages to the appropriate departments
• Document cancelled appointments in the computer
• Confirm appointments as directed
• Fill provider schedules using various reports to complete this task
• Must be available to work any shift Monday-Friday between 7:45 a.m. and 6:00 p.m.
• You will be primarily based at our Mattina location, 300 Niagara St.

What it's Like to Work at Neighborhood:

The top three words employees say describe the work environment are: teamwork, supportive, kind. These are from an anonymous survey of Neighborhood employees for the Buffalo Business First Best Places to Work competition. Neighborhood earned finalist distinction in the competition for four consecutive years. We are a group of flexible and kind individuals who are open to each others ideas, and see opportunities to innovate and find solutions when challenges arise.

Education and Skills:

• At least one-year call center/telephone customer service experience is required
• EHR knowledge preferred but not required
• Kindness: you treat each person with respect and compassion, valuing each persons story
• Resiliency: you see opportunities to innovate and find solutions when challenges arise
• Teamwork: you are open to others unique perspectives, and will collaborate to meet shared goals
• Able to read, write and speak the English language.
• A second language of Spanish is preferred

What We Offer:

Compensation: $19.75 an hour based on a full time, 40 hour workweek

• Youll have options for medical, dental, life, and supplemental insurance.
• We also offer a 403b match, health savings accounts with employer contribution, wellbeing programs, continuing education opportunities, generous paid time off, holidays.

About Neighborhood

Neighborhood Health Center is the largest and longest serving Federally Qualified Health Center in Western New York, and is the highest ranked health center for quality in the region. We provide primary and integrated healthcare services all under one roof, regardless of a persons ability to pay. Services include internal/family medicine, pediatrics, OB-GYN, dentistry, podiatry, psychiatry, vision care, nutrition and behavioral health counseling, and pharmacy services. Were working toward a Western New York where all enjoy their highest level of health and wellbeing.

Neighborhood Health Center is an equal opportunity employer.