Call Center Associate (Full-Time)

POSITION SUMMARY:

Mondays - Fridays : 9:30 am - 6pm.

Call center associates (CCA) are vital to the care provided to patients of the Health Center. Greeting callers in a welcoming tone, listening to the caller and understanding the reasons for their call is the first critical part of a CCAs role. After identifying the reason for the call and the caller/patients identity, our CCAs will help patients who need appointments scheduled, rescheduled or cancelled; need information about the Health Center or a provider; answer general questions that can be found in the patients record. When a CCA cannot answer a question or help the caller, he/she will transfer the call to another associate within the organization who can provide assistance. CCAs will follow all HIPAA policies and procedures as well as clinical protocols to ensure patient safety as well as secure protected health information.

ESSENTIAL FUNCTIONS:

Reasonable accommodations may be made to enable individuals with disabilities to perform the following essential functions:

1. Greets all callers to the Health Center promptly and in a welcoming manner.
2. Listens to the callers needs and identifies the reason for his/her call.
3. Assists patients with scheduling, rescheduling and cancelling Adult Medicine appointments.
4. In accordance with clinical and HIPAA policies and procedures, answers caller questions when appropriate. Routes all other calls to the appropriate group or employee who can assist the caller.
5. Takes messages for staff as needed and ensures staff receive urgent messages within five minutes.
6. Calls answering service each morning to open switchboard and check for messages that need to be forwarded to internal departments.
7. Ensures that switchboard is turned over every evening to the answering service. Verifies the transfer was done accurately by calling the main number to see if the service picks up.
8. Uses overhead paging appropriately when unable to reach staff at their extension(s).

REQUIRED KNOWLEDGE & SKILLS:

• Bilingual in English and Portuguese or Spanish is required.
• Must possess strong customer service skills.
• Prior experience as a medical secretary or medical assistant is a plus.

REQUIRED EDUCATION & OTHER CREDENTIALS:

1. Education: High School diploma or equivalent is required.
2. Experience: A minimum of two years call center or customer service experience is required
3. Certification/Licensure: None required.
4. Software/Hardware: Knowledge of electronic health record software is preferred.