What are the responsibilities and job description for the Call Center Representative position at Community Clinic of Maui, Inc.?
Brief Description
Join our team at Malama I Ke Ola Health Center and make a real difference in our community! We’re looking for a compassionate, customer-focused professional to be the welcoming voice of our clinic and help patients access the care they need. If you thrive in a fast-paced environment, enjoy helping others, and want to grow your skills in healthcare, this role offers great benefits, supportive teammates, and the chance to be part of a mission-driven organization.
Join the Malama I Ke Ola Health Center Team!
Join our team at Malama I Ke Ola Health Center and make a real difference in our community! We’re looking for a compassionate, customer-focused professional to be the welcoming voice of our clinic and help patients access the care they need. If you thrive in a fast-paced environment, enjoy helping others, and want to grow your skills in healthcare, this role offers great benefits, supportive teammates, and the chance to be part of a mission-driven organization.
Join the Malama I Ke Ola Health Center Team!
- Team-Based Work Environment
- 90 Day Introductory Period
- Awesome benefits
- Medical, Dental, Vision, life insurance, short & long-term disability, and 403(b) Retirement Plan, FSA, and other voluntary benefits
- Vacation, Holiday and Sick Benefits
- Ensures that the privacy of all patient medical information in accordance to HIPAA regulations and company policies and procedures.
- Answers all incoming telephone calls in a professional manner at all times.
- Ensures that all calls are handled in an expedited and efficient manner accurately and courteously.
- Ensures use of professional language and grammar, avoiding slang and lingo.
- Maintains an upbeat tone of voice when responding to customers throughout the entire call.
- Schedule appointments based on availability and continuity of care, verifies insurance information, update demographics, and informs patients of necessary documentation for health center visits.
- Informs and provides basic information regarding Malama I Ke Ola Health Center, directions and all available services.
- Assesses/troubleshoots caller needs and transfers calls to the appropriate staff within the department as needed.
- Call patients to confirm appointments a week before and the day of, and advise the patient to check in 20 or 30 minutes before the appointment/s.
- Conveys ownership of the call and offers appropriate options for resolution to reduce call backs from the patients/caller/s.
- Utilizes established policies and procedures for scheduling, transferring, verifying insurance, and escalating calls.
- Appropriately documents all interactions and activities relevant to the call
- Reports all telephone systems and computer problems immediately to the HIT Manager or IT Support
- Maintains a professional customer service focus at all times.
- Documents patient’s complaints and reports all incidents to the HIT Manager in a timely manner.
- Attends all training and in-service meetings
- Compliance with Employee Health Services.
- Facilitates related services for health center patients as appropriate with respect to their confidentiality and privacy.
- Check patient portal Front Desk inbox and update patient's demographics as needed.
- Performs other related duties as assigned.
- High School diploma or equivalency
- Must have a knowledge of medical terminology
- At least two (2) years’ experience in customer service with at least one (1) year of experience in a call center environment.
- Must have excellent verbal communication skills.
- Ability to handle a "Call Center" environment: work quickly and multi-task.