What are the responsibilities and job description for the PATIENT CARE ASSOCIATE - CALL CENTER position at Callen-Lorde Community Health Center?
About Us:
Callen-Lorde is the global leader in LGBTQ healthcare. Since the days of Stonewall, we have been transforming lives in LGBTQ communities through excellent comprehensive care, provided free of judgment and regardless of ability to pay. In addition, we are continuously pioneering research, advocacy and education to drive positive change around the world, because we believe healthcare is a human right.
Our Mission:
Callen-Lorde Community Health Center provides sensitive, quality health care and related services targeted to New York’s lesbian, gay, bisexual, and transgender communities — in all their diversity — regardless of ability to pay. To further this mission, Callen-Lorde promotes health education and wellness, and advocates for LGBTQ health issues.
About the Role:
Our Patient Care Associates (PCAs) in the Call Center are essential to delivering an exceptional patient experience. As the first point of contact, PCAs manage a high volume of inbound and outbound calls, provide accurate information, and ensure patients receive timely support for their healthcare needs. This role requires strong communication skills, attention to detail, and the ability to multitask in a fast-paced environment.
Key Responsibilities:
As a Call Center - PCA, your responsibilities will include:
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Answer a high volume of inbound calls in a professional, courteous, and patient-centered manner.
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Schedule, reschedule, and cancel appointments across multiple providers and service lines.
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Verify patient demographics, insurance coverage, and billing information accurately.
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Provide clear information regarding services, policies, and next steps in care.
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Route calls appropriately and escalate urgent matters when necessary.
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Document all patient interactions accurately in the electronic health record (EHR) system.
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Conduct outbound calls for appointment reminders, follow-ups, and other patient outreach initiatives.
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Support care coordination efforts by communicating effectively with clinical and administrative teams.
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Maintain confidentiality and comply with HIPAA and organizational policies at all times.
Work Schedule:
This is a full-time, hybrid role with evening hours.
Benefits:
Salary will be based on experience and will be accompanied by a comprehensive benefits package including an exceptional low cost medical plan option for you, your spouse/domestic partner and/or your family, dental insurance, vision insurance, no cost life insurance, short- and long-term disability insurance, Flexible Spending Account, Tuition Assistance, commuter benefits, a generous paid time off plan, and a 403B retirement savings plan.
Qualifications:Education, Experience
- High school diploma or equivalent required
- Experience in a medical service environment, specifically with front desk activities preferred
- Knowledge of Federal & NY State patient privacy regulations/laws a plus
Desired Characteristics, Skills
- Excellent attention to detail
- Strong customer service skills
- Ability to remain calm, focused, and helpful under stress
- Ability to multi-task
- Commitment to the mission of Callen-Lorde
Salary : $25