Bilingual Call Center Scheduling Coordinator

Job Title:       Bilingual Patient Scheduling Coordinator                                 Date:  1/2022

Reports To:    Call Center Manager                                                                Job Code:   Non-Exempt

Position Summary:  

In accordance with Tampa Family Health Centers (TFHC) policies and procedures, the Patient Scheduling Coordinator has the responsibility for answering all incoming telephone calls to the call center, scheduling of patients’ appointments, and tasking phone messages to the appropriate health center and personnel.

Essential Functions:  

• Answers and directs incoming telephone calls received by the call center.
• Accurately and efficiently schedules appointments.
• Tasks phone messages to the health centers’ task pools, as appropriate.
• Collects and accurately enters demographic information into the Electronic Health Record (HER); verifies all corrections to be entered into EHR.
• Understands and effectively uses call center training materials; adheres to policies and procedures. 
• Demonstrates the consistent application of quality customer service skills.
• Supports the Mission, Vision and Values of Tampa Family Health Centers.
• Adhere to all TFHC, accreditation agency, and HIPAA rules and regulations.
• Performs other duties as assigned by supervisor.

Knowledge and Experience: 

• Exceptional customer service skills.
• Strong communication skills, both verbal and in writing; bilingual (English/Spanish) or multi-lingual strongly preferred.
• Familiarity with medical and dental terminology.
• Ability to use and maximize call center software and related technology; utilize Microsoft Office Suite; effectively navigate and utilize Electronic Health Records.
• Accustomed to working in a fast-paced, high demand administrative or clinical setting.

 Education, Certification Training and License:

• High School Diploma, or equivalent
• Minimum of six (6) months’ customer/patient service experience in a high volume FQHC, hospital, or call center.