What are the responsibilities and job description for the Call Center Representative- 8AM-2PM position at Vernon J Harris East End Community Health Center?
At Capital Area Health Network, we are committed to more than just providing healthcare—we are dedicated to transforming lives through compassion, excellence, and purpose-driven service. As a valued member of our mission-focused medical team, you'll be part of a culture that fosters our CAHN Cares:
Compassion—We treat every person with dignity and fairness, embracing all and ensuring no one is alienated or discriminated against.
Accountability—We safeguard the confidentiality of our patients and staff and are transparent in reporting to stakeholders and the community.
Reverence—We answer a higher call to serve, uplift those in need, and create a community rooted in mutual respect and shared humanity.
Excellence—We are committed to continuous learning and professional development, ensuring the delivery of culturally responsive, high-quality care.
Stewardship—We responsibly manage our resources to benefit both the organization and the community we serve.
We offer comprehensive primary care, dental services, and behavioral health support to our patients, ensuring every individual receives the quality care they deserve, regardless of background or circumstance.
Our mission is clear: To deliver effective, accessible, and culturally responsive care, education, and advocacy that promote health and quality of life.
Discover a place where your work makes a difference. Discover Capital Area Health Network.
JOB SUMMARY
Capital Area Health Network’s Call Center Representative will be responsible for answering inbound phone calls for Capital Area Health Network’s Call Center department and must have strong verbal communication skills. The position includes scheduling medical appointments and transportation for new and existing patients.
ESSENTIAL FUNCTIONS
- Answer phones and respond to online appointment requests
- Accurately schedule patient appointments for all physicians and locations using knowledge of the physician’s specialty, schedule, and accepted insurances
- Enter or verify all personal and billing information when scheduling appointments for New or Established patients
- Obtain identification data, insurance, and income information, etc.
- Accurately schedule all appointments with Transportation Requests in coordination with the Transportation Department
- Identify, research, and resolve patient issues using eClinicalWorks (Capital Area Health Network’s EHR) and contact other CAHN employees when necessary
- Educate the patients about the importance of making and keeping an appointment
- Provide educational information to all patients, including, but not limited to, a detailed and accurate explanation of the CAHN’s system of care and services, information regarding scheduling appointments, including how and when to cancel appointments, and any information provided by the management team and/or staff
- Recognize, document, and alert the supervisor of trends in patient calls.
- Update patient information in Electronic Health Record (eClinical Works)
- Perform other administrative duties and related tasks as assigned by the management team and staff.
- Adhere to all CAHN standards, guidelines, policies, and procedures
- Perform other duties as assigned by supervisor
Schedule:
Monday – Friday, the hours of operation, 8:00 am- 2:00 pm
- High school diploma, GED, or equivalent (minimum)
- One to three years of progressive customer service experience.
- Experience in a call center and/or medical office is highly desirable.
- Familiarity with eClinicalWorks is a plus.
- Basic office skills: typing, faxing, scanning, and telephone etiquette.
- Customer Service – the individual must have excellent customer service skills and the ability to utilize these skills with internal and external customers
- Confidentiality- the individual must be knowledgeable of the HIPAA guidelines and must keep all patient information confidential
- Communication – the individual must possess outstanding verbal and written communication skills.
- Flexible – the individual must be able to work a flexible schedule and attend and support CAHN events outside of regular business hours.
- Problem-solving – the individual must possess excellent problem-solving skills.
- Detail-Oriented – the individual must be able to easily observe details and make a quick and efficient analysis
- Autonomous – the individual can work alone and manage tasks efficiently
- Proactiveness – the individual analyzes problems and demonstrates initiative in solving without much direction.
- Multi-task – the individual must be able to multitask in a high-stress, fast-paced environment.
- Motivation – the individual must have the ability to be a self-starter without requiring additional prompting by the supervisor.
- People Skills- the individual has excellent people skills, which include listening and exercising patience.
- Punctual – the individual can be on time to work and to all CAHN functions.
- Commitment- the individual must know and can commit to CAHN’s mission, vision, and values
BENEFITS
Your Benefits at Capital Area Health Network (CAHN):
We value our team, and it shows in our benefits. As a CAHN employee, you’ll enjoy:
Health Coverage
- Medical Insurance
- Dental Insurance
- Vision Insurance
- Secondary Gap Insurance
- Prescription Drug Plan
- Supplemental Policies through Colonial Life
- Short-Term Disability
- 401(k) Retirement Plan with up to 3% Company Match
- Employer-Sponsored Short-Term Disability
- Employer Paid Life and AD&D
- Paid Time Off (PTO) Accrued as of Day 1
- Self-Care Floating Holidays
- 8.5 Paid Holidays
- Employee Assistance Program (EAP)
- Public Service Loan Forgiveness
QUALIFICATIONS
To perform this job successfully, the employee must be able to perform each essential function, as well as meet the physical and mental requirements, satisfactorily. The requirements listed above are representative of the knowledge, skills, abilities, and other characteristics required. Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions.
DISCLAIMER
This position carries a high risk of exposure to infectious agents, including HIV, hepatitis, and TB. The above duties and responsibilities are essential job functions, subject to reasonable accommodations. All job requirements listed indicate the minimum level of knowledge, skills, and/or abilities deemed necessary to perform the job proficiently. This job description is not intended to be construed as an exhaustive statement of duties, responsibilities, or requirements. Employees may be required to perform any other job-related instructions, as requested by their supervisor, subject to reasonable accommodation.
Education and Experience:
- High school diploma or equivalent required.
- Associate or bachelor’s degree in healthcare administration, business, or related field preferred.
Required Knowledge, Skills and Abilities:
- Minimum of 2–3 years of supervisory experience in a call center or customer service environment.
- Experience in a healthcare setting, preferably in an FQHC or community health center, is strongly preferred.
- Working knowledge of EHR systems (e.g., eClinicalWorks, NextGen, Epic) is a plus.
- Skills:
- Excellent communication, interpersonal, and leadership skills.
- Strong problem-solving and conflict-resolution abilities.
- Proficiency in Microsoft Office Suite.
- Bilingual (English/Spanish or other language commonly spoken by patient population) preferred.
- Work Environment & Physical Demands:
- Office
- Ability to sit for extended periods and use a computer and telephone headset.
- Occasional lifting of office supplies or materials under 20 lbs.
Our Core Values
“Values that matter…because CAHN C.A.R.E.S.”
- Compassion
- Accountability
- Reverence
- Excellence
- Stewardship
Commitment to Diversity, Equity, and Inclusion:
Capital Area Health Network is an Equal Opportunity Employer. Our intention is to be an organization that shows up for people, enabled by a culture of belonging that is rooted in diversity, equity and inclusion and reflective of the people and community we serve. We commit ourselves to enabling a workplace and a world where everyone feels they belong and unlocking potential for people everywhere. When no one gets left behind, when we move forward together, we can create limitless possibilities for all.
NOTE: Capital Area Health Network reserves the right to modify, interpret, or apply this job description, as it desires. This job description in no way implies that these are the only duties, including essential duties, to be performed by the employee occupying this position. This job description is not an employment contract, implied or otherwise. The employment relationship remains “at-will”. The aforementioned job requirements may be changed to fulfill any obligation(s) to reasonably accommodate qualified individuals with disabilities.
