Location: Springfield,MA, USA
General Description:
This position is responsible for performing a full range of customer service-oriented telephone support and managing large amounts of inbound and outbound calls in a timely manner. The Call Center Coordinator will serve as a liaison between CHC and its current or potential patients and customers. The Call Center Coordinator must ensure that each caller has a positive experience and works closely with physicians, managers, and office staff in coordinating patient care. This role includes all aspects of appointment scheduling.
Reports to: Front Office Operations Manager
Salary/Status: Non-Exempt
Department: Front Office
Minimum Requirements:
* High school diploma minimum.
* Previous experience with switchboard/reception in a fast-paced office
* Capable, sensitive, and articulate in conversational English.
* Computer literacy in general word processing and database applications.
* Ability to establish and maintain effective working relationships with other employees, individuals seeking assistance, and the general public.
* Reliable and professional in behavior and appearance.
Principle Responsibilities and Duties:
* In accordance with established procedures, receives, takes messages and forwards all incoming phone calls as appropriate (to triage nurse, interpreters, outreach, or administrative departments) in a friendly manner.
* Refers sick call-ins to clinical nursing staff for triage.
* Takes and documents messages from callers as necessary using an electronic health record system.
* Facilitates general telephone operations.
* Efficiently schedules medical appointments of returning patients: notes, all necessary patient's demographic information type of visit, and interpreter needs, if any.
* Maintains current knowledge of the time requirements of various categories of patient visits, preferences and work schedules of various physicians, and any interpretation needs..
* Ensure all patient enquiries and complaints are relayed to proper member of management
* Handle inquiries (regarding hours, location, programs, patient eligibility, etc.) in a professional manner.
* Inquire of all patients as to any change in address, phone, financial or insurance status.
* Coordinates and schedules appointments for the deaf and hearing impaired.
* Make patient reminder calls in a timely fashion.
* As time permits, may perform computerized word processing or data processing for administrative and medical staff.
* May assist patients or staff with bilingual interpretation as time permits.
* Assists staff in identifying/contacting external office support services.
* Maintains work area in a clean, organized and orderly fashion to facilitate interactions with other staff and to reflect well on the Health Center when viewed by the public.
* Maintains confidentiality of all health center information.
* All other duties as required.
Working Conditions
This position also requires the ability to use a computer, work at a computer workstation, view a CRT and have some knowledge of a keyboard. From time to time, this position requires the ability to work long and arduous hours.
JOB CODE: 10