Customer Service Rep II

ebnhc; Revere (MA); Hybrid; USD 24,000 - 34,000; Full time

Benefits offered by this job

Medical insurance

Dental insurance

Vision insurance

401(k) retirement plan

Tuition reimbursement

Paid holidays and time off

Flexible spending accounts

Pet insurance

Job summary

NeighborHealth, a leading community health center serving the greater Boston area, is hiring a Contact Center Representative in a full-time capacity. The role requires friendly, hard-working individuals fluent in English and Spanish who can provide warm, effective customer service, schedule appointments, handle refill requests, and make outreach calls from the contact center.

You will join a team that supports patients across multiple channels, with the option to work remote, hybrid, or onsite.

Qualifications

• HS Diploma/GED required.
• Excellent written and verbal communication, judgment and problem solving skills.
• Minimum of 1 year customer service, administrative, or call center experience.
• Bilingual fluency Spanish/English required.
• Knowledge of medical terminology and experience working with electronic medical record technology a plus.
• Proficient in Microsoft Office Suite.

Responsibilities

• Schedule, reschedule, and cancel appointments.
• Document clear and concise messages and route appropriately.
• Appropriately transfers calls to other departments when required.
• Navigate and document in the Electronic Medical Record (EPIC) to access relevant and appropriate information.
• Process refill requests accurately and effectively, according to guidelines.
• Conduct outreach calls on behalf of clinical departments.

Skills

Bilingual Spanish/English

Customer service

Communication skills

Microsoft Office

EPIC EMR

Phone etiquette

Education

HS Diploma/GED

Tools

EPIC EMR

Microsoft Office

Job description

Contact Center Representative

Thank you for your interest in a career at NeighborHealth, formerly East Boston Neighborhood Health Center! As one of the largest community health centers in the country, NeighborHealth is proud to serve the greater Boston area with a strong commitment to the health and well-being of our patients and communities. Whether you're a nurse or physician providing direct care, a manager leading dedicated teams, or part of the essential support staff who keep our operations running smoothly - every role at NeighborHealth is vital. Together, we're advancing medicine and delivering the best care experience for our patients and community!

To learn more about working at NeighborHealth and our benefits, please visit our Careers Page .

Time Type: Full time

Department: Contact Center

All Locations: 300 Ocean Avenue - Revere

Position Summary: Category: Administrative; Hours: 40; City: Revere; Department: Contact Center

About the role

Join our dynamic team as a Contact Center Representative! We are looking for someone friendly and hard-working, fluent in both English and Spanish, with superior customer service skills. As a member of our Contact Center, you'll answer inbound patient calls with warmth and understanding, and provide a range of services, including scheduling appointments, coordinating refill requests, and making outbound outreach calls to patients.

We offer the flexibility to work remotely, hybrid, or onsite, allowing you to choose the work environment that best suits your needs. You can choose to work at our Contact Center onsite, which practices safety and social distancing protocols and is located across from beautiful Revere Beach.

This full-time position includes a schedule of Monday-Friday from 8 AM-5 PM.

As a Customer Service Representative, you'll have the opportunity to develop your communication and problem-solving skills, and gain experience with electronic medical record technology. You'll also have the opportunity to advance into other roles within our organization as you gain experience and develop your skills.

Essential Duties and Responsibilities

• Schedule, reschedule, and cancel appointments.
• Document clear and concise messages and route appropriately.
• Appropriately transfers calls to other departments when required.
• Navigate and document in the Electronic Medical Record (EPIC) to access relevant and appropriate information.
• Process refill requests accurately and effectively, according to guidelines.
• Conduct outreach calls on behalf of clinical departments.

Requirements

• HS Diploma/GED required.
• Excellent written and verbal communication, judgment and problem solving skills.
• Minimum of 1 year customer service, administrative, or call center experience.
• Bilingual fluency Spanish/English required.
• Knowledge of medical terminology and experience working with electronic medical record technology a plus.
• Proficient in Microsoft Office Suite.

Benefits

• Medical, dental, and vision coverage.
• Life and disability insurance.
• 401(k) retirement plan.
• Tuition reimbursement.
• Flexible spending and transportation accounts.
• Paid holidays, vacations, sick, and personal time.
• Generous staff development benefit.
• Excellent malpractice coverage.
• Pet insurance.
• And much more.

Rate: starting at $21/hourIncludes a $1,000 sign on bonus!

EEO & Accommodation Statement

NeighborHealth is an equal employment/affirmative action employer. We ensure equal employment opportunities for all, without regard to race, color, religion, sex, national origin, age, disability, veteran status, sexual orientation, gender identity and/or expression or any other non-job-related characteristic. If you need accommodation for any part of the application process because of a medical condition or disability, please send an e-mail to [e-mail] or call 617-568-4480 to let us know the nature of your request

E-Verify Program Participation Statement

NeighborHealth participates in the Electronic Employment Verification Program, E-Verify. As an E-Verify employer, all prospective employees must complete a background check before beginning employment.