Call Center Customer Support Representative

Established in 1980, the Greater Lawrence Family Health Center (GLFHC) is a multi-site mission-driven non-profit organization employing over 700 staff whose primary focus is providing the highest quality patient care to residents throughout the Merrimack Valley. Nationally recognized as a leader in community medicine (family practice, pediatrics, internal medicine, and geriatrics), GLFHC has clinical sites throughout the service area and is the sponsoring organization for the Lawrence Family Medicine Residency program.

GLFHC is currently seeking a bilingual (English/Spanish) Customer Support Representative. Customer Support Representatives perform all functions necessary to ensure calls are handled efficiently and professionally promoting overall patient satisfaction.

• Promptly answers all incoming calls in a polite and professional manner.
• Directs calls to the appropriate departments.
• Schedules appointments and reviews appointment details, date, time, location, and clinician.
• Keeps demographic information updated and accurate.
• Communicates Primary Care physician change requests or transfer care/location requests.
• Sends late arrival notices and follows cancellation and rescheduling procedures.
• Assists with on-boarding, training, quality assurance and employee engagement.
• Potential opportunity for working at home.

Qualifications
Experience:
• 1-3 Years of Call Center experience preferably.
• Healthcare experience preferably.
• Bilingual, Spanish and English.
• Computer knowledge.
• Excellent communication skills.

Education:
• High School diploma or GED certificate.

GLFHC offers a great working environment, comprehensive benefit package, growth opportunities and tuition reimbursement