Medical Call Center Representative

Fenway Health; Boston (MA); On-site; USD 25,000 - 30,000; Full time

Benefits offered by this job

Competitive salary

Medical and dental insurance

Retirement plan with employer match

11 paid holidays

Union position

Job summary

Fenway Health is seeking a Medical Call Center Representative to greet and assist patients, determine needs, and route requests efficiently. You will document calls in the EMR and coordinate with providers to ensure timely care.

The role requires strong communication, 1 year+ healthcare experience, and proficiency with Microsoft Office and EMR systems. Bilingual English/Spanish is a plus. Union position with competitive benefits is offered.

Qualifications

• Minimum of high school graduate or equivalent.
• Minimum of 1 year of experience in a healthcare setting.
• Able to communicate in a professional and appropriate manner.
• Strong technical proficiency in Microsoft Outlook, Excel, Word, scheduling software and EMR systems (Epic or equivalent).
• Willingness to work with a diverse patient population.
• Previous customer service experience in a healthcare setting.
• Demonstrated ability to interact professionally, empathetically, and culturally respectfully with diverse individuals.

Responsibilities

• Provide excellent customer service to patients and callers.
• Log information on calls and maintain accurate records.
• Provide accurate information about Fenway Health services and providers.
• Refer unusual situations to Supervisor and resolve issues.
• Act as a liaison to troubleshoot patient needs for a 1–2 call resolution.
• Maintain patient confidentiality at all times.
• Establish and maintain positive working relationships with staff and the public.
• Schedule appointments according to established procedures.
• Document caller requests in EMR and route to appropriate team member.

Skills

Customer service

Phone support

Professional communication

EMR documentation

Bilingual English/Spanish

Education

High school diploma or equivalent

Tools

Microsoft Outlook

Excel

Word

Epic EMR

Job description

Under direct supervision of the Medical Call Center Manager, the Medical Call Center Representative will provide patients with superior access by creating opportunities for patients to have their needs, preferences, and expectations for care, information, and support met at all points in their care journey.

Duties include, but are not limited to, being one of the first contacts to our Health Center: answer calls from patients and other health care facilities/providers, determine the caller's need, help them with their request directly or transfer/take messages as required, proactively identify issues and work to resolve them in areas involving patient satisfaction, and patient flow.

Using standard work documents and workflows to determine how to best help callers. Some examples include: determine which provider or department to contact, make an appointment, document patient requests within our EMR, update patients on the status of their referrals and medication refill request whenever possible.

Representative Duties:

Provide excellent customer service

• Greet each client in warm, welcoming, and professional manner
• Log information on calls received, where required to maintain detailed and accurate records
• Provide clients with correct and accurate information regarding Fenway Health services and providers
• Refer unusual or difficult situations to Supervisor
• Act as a liaison for the patient and health center by troubleshooting patient needs to secure a 1 to 2 call resolution
• At all times maintain patient confidentiality
• Establish and maintain effective working relationships with co-workers, supervisors and the general public

Schedule appointments according to established procedures

• Schedule appointments according to patient needs and provider availability
• Follow established scheduling procedures for booking, cancelling, rescheduling appointments

Document caller requests in EMR and route to appropriate team member

• Using standardized workflows, document caller needs within EMR based on reason for call
• Accurately record patient request in EMR document
• Determine how to best serve caller’s request by referencing established work flows (ex: medical advice call flow, prescription request call flow, records request call flow)

Requirements

• Minimum of high school graduate or equivalent
• Minimum of 1 year of experience in a healthcare setting
• Able to communicate in a professional and appropriate manner
• Strong technical proficiency in Microsoft (Outlook, Excel, Word), scheduling software and electronic medical records systems (Epic or equivalent)
• Willingness to work with a diverse patient population
• Previous customer service experience in a healthcare setting
• Demonstrated ability to work respectfully and effectively with individuals from a wide range of backgrounds, perspectives, and life experiences. This includes engaging constructively with colleagues, patients, clients, and vendors in a manner that reflects professionalism, empathy, and cultural awareness, without regard to race, color, national origin, sex, gender identity, sexual orientation, religion, age, disability, or other protected characteristics as defined by applicable law.

Preferred Qualifications

• Strong problem solving and complex patient management skills
• Bilingual English/Spanish

This is a union position in a Fenway Health bargaining unit represented by 1199 SEIU United Healthcare Workers East.

We offer competitive salaries, and for those who qualify, an excellent benefits package; including comprehensive medical and dental insurance plans, and a retirement plan with employer match. We also provide 11 paid holidays, paid vacation, and more.

LGBTQIA+ identified persons, Black, Indigenous, and other people of color (BIPOC), and individuals from other historically underrepresented communities are strongly encouraged to apply.