SUPERVISOR: Call Center ManagerHOURS: M-F 8-5, Some Sat. 9-12, Flexibility to work rotating shifts, including evenings and weekendsCLASSIFICATION: Full Time/ Hourly/Non-ExemptPRIMARY LOCATION: Lombard Street(building behind 1021 Broadway location)QUALIFICATIONS:
- High School graduate or GED equivalent
- Electronic medical record knowledge needs preferred (Medent EMR)
- Fluency in both English and preferred language both verbal and written
- Previous experience in a call center or customer service role preferred
- Ability to meet daily quota of 70 calls per day
- Knowledge of computers, some medical terminology, procedures, and medications
- Proven ability to work and participate as a team player
JOB SUMMARY: The Call Center Specialist will be responsible for taking calls from patients and outside parties who will need support and effective communication. This position will provide linkage to services and connection to appropriate teams or individuals in the organization. Call Center Specialists will answer questions or address any concerns they may have or direct them to the appropriate party. Their duties include handling many inbound and outbound calls to and from customers, listening to customers' needs or issues and providing helpful solutions to their problem and rerouting inquiries as needed. Essential Job Duties PATIENT CARE
- Handle telephone calls regarding scheduling patients for appointments
- Manage high quantity of inbound calls in a timely manner
- Make outbound calls in response to triages or at request of provider or staff
- Schedule and confirm appointments with patients at all clinical locations
- Attend to patients needs with patience and exemplary listening skills
- Must be able to provide detailed documentation in the Medent system and triage/email information to appropriate person
- Identify customers' needs, clarify information, research every issue, and provide solutions and/or alternatives
- Well versed in documenting properly and utilizing triage reason codes appropriately
- Follow communication scripts when handling different topics
- Transfer calls and reroute incoming inquiries to appropriate staff member or team
- Must have the ability to multitask while dealing with patients in the office and on the phone
- Run Multiple Screens and programs at the same time
- High Level of Customer Service Phone Skills with great attention to detail
- Build sustainable relationships and engage patients by going the extra mile
- Keep records of all conversations in our call center database in a comprehensible way
- Support the Front Desk Operations in our all-clinical locations with follow up calls to patients that are both active and inactive
- Answer multiple phone line systems to schedule new patients for all clinical locations
ADDITIONAL SERVICES
- Provide information about available services provided by the clinic
- Provide information regarding the community health center
- Actively participates as a team member in resolution of problems as they are identified.
- Analyzes current procedures, bringing suggestions for improvement to the attention of team members and supervisor for consideration.
- Actively participates in maintaining and/or improving quality improvement initiatives
- Communicate with our referring doctors and their practices as needed.
- Attend trainings and educational opportunities to remain current in best practices
- Maintain compliance with HIPAA (Health Insurance Portability and Accountability) guidelines
- Attend all team, staff and mandatory organizational training and meetings
The person in this position should be able to demonstrate daily a commitment to the organizational mission, vision, and values of JRCHC.Our Mission: We care for our communities and advocate for systemic health equity to demonstrate the unconditional love of Jesus.Our Vision: Our vision is for individuals, families, and communities to become healthy and whole.Core Values: We strive to foster faith and hope in ourselves and in our clients. We consider body, mind, spirit, and relationship with God, others, community, and self as components of health.
- Community: We partner with and listen to our communities to inform our services, build sustainability, and foster interconnectedness. We believe in serving one another; including our patients, clients, residents, and team members, through fellowship and compassion.
- Equity: We uphold dignity, serve as advocates, and pursue justice to elevate the quality of comprehensive health for individuals and communities. We embrace and celebrate diversity.
- Integrity: We demonstrate humility, honesty and transparency in our practices and interactions. We hold ourselves to the highest standards and evidence-based quality care, consistently learning, growing, and developing to serve our communities and one another wholeheartedly.
Individuals who hold positions at Jericho Road Community Health Center should possess the following qualification and capabilities:
- Passion for serving individuals personal and community development
- Excellent verbal and written communication skills
- Experience working with EMR, Medent preferred
- Strong organizational skills and attention to detail
- Proficiency in Microsoft Office programs and Google suite of programs or willingness to learn
- Creativity and problem-solving capabilities
- Positive and engaging interpersonal skills
- Strong self-motivation
- Ability to travel between sites if necessary to serve multiple locations
- Experience working with low-income, diverse, multilingual populations highly desired
- Able to interpret, adapt, and apply guidelines and procedures
- Must be self-motivated and able to function independently and in teams at all levels
- Strive to serve various communities and socioeconomic statuses in a culturally competent way
- Attend required training as deemed mandatory by organization or to continue education in field
- Demonstrate flexibility as new tasks are added by supervisor or position evolves over time
PHYSICAL REQUIREMENTS: Must be able to sit or stand for extended periods of time. Exert up to 50lbs. pushing, pulling, or lifting. Walking and climbing stairs required. Able to talk/hear and communicate with others with or without reasonable accommodation.TRAVEL REQUIREMENTS: Must be able to travel to and between sites while maintaining standards of safety and compliance with motor vehicle traffic laws. This position may require travel for necessary training and conferences.