Patient Experience Specialist — Scheduling & Calls

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

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.