Call Center Representative - Onsite

Company Overview

Advance Community Health is a Federally Qualified Healthcare Center in North Carolina serving Wake & Franklin Counties for 53 years delivering quality, compassionate primary health care - every patient, every time - in response to the needs of our communities. We are a model of affordable health care and a trusted partner, building healthy communities, one patient at a time. 

Why Join Advance Community Health

Life in the Triangle, with the Atlantic Ocean only two hours to the east and the Blue Ridge Mountains 3.5 hours to the west, living and working in the Triangle area gives you the best life has to offer. 

Advance Community Health (ACH) proudly offers employment opportunities in multiple locations throughout the Triangle, including Raleigh, Apex, Cary, and Fuquay-Varina! Our Raleigh office, conveniently located less than 6 minutes from the heart of Downtown Raleigh, gives you easy access to some of the best food and entertainment the Triangle has to offer! No matter who you are, the Triangle offers everything you need to live a happy, fulfilling life!

Benefits Offered

• Company paid Medical premiums for Employee and two dependents. 
• Dental, and Vision insurance
• 17.5 PTO days accrued Paid holidays
• 401(k) plan company match
• All employees receive their Birthday Off 

Position Summary

Advance Community Health is seeking enthusiastic Customer Service Representative to provide quality customer service to all internal and external customers through handling patient requests, general inquiries, questions and complaints via telephone. Under the direction of the Call Center Manager, the Call Center Representative is also responsible for providing quality customer service to all patients and coworkers. This position will serve on teams to provide quality and patient-focused healthcare. Individual with experience in call center, telemarketing, or high-volume sales or working in the customer service industry would be a good fit for this role. 

Essential Duties and Responsibilities 

Primary duties include but not limited to: 

• Answer Calls Professionally.
• Display good verbal and oral communication skills - fast and correct typing, ability to create grammatically correct notes with minimal spelling errors.
• Ability to manage difficult patient situations.
• Ability to treat people with respect under all circumstances. 
• Process all patient inquiries, messages, and requests promptly, efficiently and in a professional manner, while practicing patient confidentiality.
• Reschedule doctor’s appointments when needed.
• Obtain, verify, and input all information accurately; record detailed and accurate phone notes; and route messages to the appropriate clinical staff and/or Provider. 
• Identify and escalate priority issues. 
• Route calls to appropriate resource.

Education and Experience 

• Minimum of High school Diploma or GED.
• Customer service or inbound call center experience required.
• Strong computer skills with knowledge of Microsoft Word, Excel.
• Healthcare experience other relevant industry experience strongly preferred.
• Sound technical skills, analytical ability, good judgment, and strong operational focus.
• EPIC EHR system experience preferred.
• Experience multi-tasking while providing quality customer service.

Required Skills 

• Excellent communication skills – Clear and concise verbal communication, active listening and ability to articulate information effectively.
• Great problem-solving skills – Will identify the root cause of patient issues and find appropriate solutions. 
• Customer Service orientation- Must possess strong empathy and ability to handle patient concerns with respect, patience and professionalism. Maintain composure under pressure and effectively manage difficult patient interactions.

Work Environment 

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. The noise level in the work environment is usually moderate. 

Tasks, duties, and responsibilities, as listed in this position description, are not exhaustive. The Organization, at its sole discretion and with no prior notice, may assign other tasks, duties, and job responsibilities. Equivalent experience, skills and/or education will also be considered, so qualifications of incumbents may differ from those listed in the Position Description.