The Call Center Representative will assists patients by following and utilizing high quality customer service, policies, procedures, and protocols in every patient interaction at every inbound call. Call Center Representative will confirm and update patient demographics, schedule medical and behavioral appointments as needed. The Call Center Representative will provide the best call resolution and accuracy ensuring efficient patient flow and positive outcome, consistent high quality service, problem-solving and deescalating issues or concerns. The Call Center Representative is a key resource for communication to Call Center Supervisor on any problems, findings, scheduling issues including same day access and scheduling mistakes, to sustain a steady workflow for staff and patients. Call Center Representative must comply with HIPAA bound space and able to provide high quality work with minor supervision customer service and patient satisfaction are key initiatives in this role.

Educational Requirements:

High School / GED required. Two to four years college or a combination of education and relevant work experience preferred.

Experience Required:

Two years relevant work experience preferred including demonstrated customer service and accurate data entry.

Professional Licensure/Special Skills and Certification Required:

Medical Office Administration certificate strongly preferred. Bilingual English/Spanish required, or as needed to support other health center languages.

Interpersonal Relationships/Organizational Expectations:

• Commitment to providing health care to families in a medically underserved community.
• Willingness to be flexible in the development of new methods of health service delivery.
• Ability to deal with sensitive information in a highly confidential manner.
• Effective communication skills, both oral and written, with patients, families, visitors, co-workers, health care professionals, funders and other regulatory agencies.
• Ability to function independently with minimal supervision, and to plan, coordinate, and carry out those tasks necessary to meet the job responsibilities.
• Awareness of resources available within the health center to accommodate the needs of patients.
• Commitment to providing cost conscious, fiscally responsible, timely, efficient, effective, safe, patient-centered, culturally competent, equitable, and participatory health care.
• Processes personal health information in accordance with FHCW HIPPA policies and procedures.

Reporting Relationship:

Reports directly to the Director of Patient Services

EOE