Contact Center Representative

Contact Center Representatives at Neighborhood greet callers on the phone and direct inbound calls, and schedule appointments for all departments and locations.

If you believe healthcare is a right, that everyone deserves high quality care so they can enjoy their highest level of health and wellbeing, and you value each person's individual story – consider joining us at Neighborhood!

As a Contact Center Representative at Neighborhood, you’ll have an important role in setting the tone for a positive patient experience.

About the Role:

When you answer the phone, you are often setting the first impression a person has of Neighborhood Health Center. You’ll greet callers, use your thinking skills as you listen and consider solutions, and direct calls to department/staff as appropriate. Responsibilities include:

• Answer telephone calls and assist callers

• Direct calls that need immediate attention to the appropriate department/staff
• Schedule appointment for all departments and locations in accordance with organizational guidelines
• Verify patient information; correct and update patient information in the computer system and obtain preferred usual provider on all patients
• Use the EMR to send clinical messages to the appropriate departments
• Document cancelled appointments in the computer
• Confirm appointments as directed

• Fill provider schedules using various reports to complete this task

• At least one-year call center/telephone customer service experience is required
• EHR knowledge preferred but not required
• Kindness: you treat each person with respect and compassion, valuing each person’s story
• Resiliency: you see opportunities to innovate and find solutions when challenges arise
• Teamwork: you are open to others’ unique perspectives, and will collaborate to meet shared goals
• Able to read, write and speak the English language. A second language of Spanish is preferred

Must be available to work any shift Monday-Friday between 7:45 a.m. and 6:00 p.m.