Customer Service Representative

Providence Community Health Centers; Providence (RI); On-site; USD 36,000 - 46,000; Full time

Job summary

Providence Community Health Centers is seeking a patient-focused receptionist/call center associate to support frontline operations at our health centers. You will handle patient and staff inquiries, route calls, gather essential information, and schedule appointments with attention to accuracy and timeliness.

The role requires strong written communication, basic medical terminology, and at least two years in a call center or customer service setting, with sensitivity to diverse backgrounds.

Qualifications

• High School diploma or equivalent required.
• Completion of a medical secretary program or similar training preferred.
• Basic computer literacy and excellent writing skills are essential.

Responsibilities

• Provides excellent internal/external customer service in all interactions with patients and PCHC staff.
• Answers incoming calls to all Health Center sites, gathers accurate information from the caller and delivers the necessary information or service by assisting the caller directly or routing the call appropriately.
• Uses Hotlist Guidelines appropriately and routes call directly to Nurse.
• Gathers information from caller and schedules appointment appropriately while insuring accuracy of Health Center, provider, date, time, and reason for visit.
• Handles all calls professionally and in accordance with organization-identified metrics for processing calls.

Skills

Customer service

Call center experience

Medical terminology

Written communication

Diversity sensitivity

Education

High School diploma or equivalent

Medical secretary program

Tools

MS Office

Job description

Overview: Supports exceptional service to patients and care teams by working collaboratively.

Duties & Responsibilities:

• Provides excellent internal/external customer service in all interactions with patients and PCHC staff.
• Answers incoming calls to all Health Center sites, gathers accurate information from the caller and delivers the necessary information or service by assisting the caller directly or routing the call appropriately.
• Uses Hotlist Guidelines appropriately and routes call directly to Nurse.
• Gathers information from caller and schedules appointment appropriately while insuring accuracy of Health Center, provider, date, time, and reason for visit.
• Handles all calls professionally and in accordance with organization-identified metrics for processing calls.

Qualifications:

• Basic knowledge of common third party payers.
• Basic computer literacy and excellent writing skills are essential. Medical terminology preferred.
• Strong conversational skills.
• At least 2 years of call center or customer service-related experience.
• Ability to communicate with people of various diverse backgrounds in a sensitive and compassionate way.

Education:

• High School diploma or equivalent required.
• Completion of a medical secretary program or similar training program preferred.