Call Center Associate

Call Center Associate

Founded in 1967, Waikiki Health is a nonprofit, Federally Qualified Health Center (FQHC) that offers a Patient-Centered Medical Home targeting our community’s most vulnerable populations. Our clinical and program sites provide holistic care in welcoming, supportive, and nonjudgmental environments. Waikiki Health’s mission is to provide quality medical and social services that are accessible and affordable for everyone, regardless of ability to pay.

Our Values

• We are committed to providing the highest quality care and services to our island community.
• We believe that respect is the foundation of our interpersonal relationships.
• We maintain empathy and kindness, treating everyone as ohana.
• We are creative and flexible in meeting community needs.
• We will help empower others to reach their highest potential.
• We are accountable to the community we serve and to each other.

Waikiki Health is seeking a full-time Non-Exempt Call Center Associate. 

Pay rate for this role is $20 per hour depending on experience and education.

Schedule: Days and hours vary but are limited to 40 hours per week, Monday through Friday, between 8:00 AM to 5:00 PM. This position includes working half-days on Saturdays (8:30 AM – 12:30 PM) at a minimum of once a month and a maximum of twice per month.

Benefits

• Health insurance (Employee only) 100% premium paid once eligible. 
• 14 Paid holidays
• Parking included
• 403(b) Retirement Plan Participation effective within 4 weeks of employment
• Matching is offered once eligible with a 3-year vesting period

Perks

• Health insurance (Employee only) 100% premium paid once eligible.

• 13 Paid holidays

• Parking included

• 403(b) Retirement Plan Participation effective within 4 weeks of employment

• Matching is offered once eligible with a 3-year vesting period 

Summary of position: The Call Center Associate (CCA) is part of the administrative call center team located at Pan Am. Reporting directly to the Call Center Manager, the CCA answers all incoming agency phone calls from patients, providers, insurance companies, and external partners. The CCA is responsible for providing excellent, accurate, and compassionate customer service while maintaining efficient workflows, handling inquiries, and routing messages appropriately.

Qualifications and abilities

• Education: High school graduate or equivalent is mandatory.

• Qualifications:

• One year of experience in a customer service or call center environment preferred.

• Familiarity with Windows-based programs (Microsoft Word, Excel, Outlook) and ability to type a minimum of 50 WPM.

• Experience with commercial phone equipment (handling holds, transfers, and voicemails).

• Ability to quickly learn new systems like Athena (EMR) and Digium.

• Excellent English verbal and written communication skills; ability to remain calm and speak in low tones under pressure.

General Duties include but are not limited to

• Answer all incoming multi-queue calls continuously throughout the day, providing superior service and verifying patient demographics (PCP, address, DOB, portal access).
• Use the ATHENA system to schedule or reschedule appointments, verify insurance eligibility, process online payments, and document conversations accurately.
• Submit accurate prescription requests and refill inquiries to internal and external pharmacies.
• Return voicemail messages within 24 hours and route patient cases to the appropriate providers without blind forwarding.

• Maintain strict patient confidentiality, adhering to HIPAA and PHI regulations at all times.
• Other duties as assigned.

*Waikiki Health requires proof of the following immunization; with or without reasonable accommodation: TB skin test or chest x-ray, Hep B (optional).

Interested candidates should apply through our ADP Workforce Now interface:  

https://workforcenow.adp.com/mdf/recruitment/recruitment.html?cid=d2354195-5aa4-430f-8772-667797e2561e&sid=V2Fpa2lraWg=&ccId=19000101_000001&type=MP&lang=en_US 

Those requiring assistance are encouraged to reach out to our organization at (808) 922-4787. Visit our website for more information: www.waikikihealth.org

Waikiki Health is an Equal Opportunity Employer that does not discriminate on the basis of actual or perceived race, color, creed, religion, national origin, ancestry, citizenship status, age, sex or gender (including pregnancy, childbirth and pregnancy-related conditions), gender identity or expression (including transgender status), sexual orientation, marital status, military service and veteran status, physical or mental disability, genetic information, or any other characteristic protected by applicable federal, state or local laws and ordinances.