Call Center Representative

SUMMARY:

Under the direction of the Health Services Administrator, the Call Center Representative (CCR) will strive to provide high-quality and timely one-call resolutions to all callers. The CCR is responsible for serving as a liaison between callers and CFH health centers. This includes but is not limited to answering incoming telephone calls, making telephone calls, responding to and sending web encounters received via the patient portal for the purpose of registering, scheduling appointments, verifying insurances, routing requests for prescription refills, and other patient/provider-related inquiries or messages. The CCR understands the importance of safeguarding sensitive, confidential, HIPAA-protected patient information.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

• Utilizing excellent customer service techniques, the CCR will handle all Call Center transactions, including but not limited to:
• Answer all incoming telephone calls in an expeditious, professional, and courteous manner.
• Schedule appointments for new and existing patients based on provider availability, including but not limited to primary care, behavioral health, dental, labs, substance abuse treatment and any other service offered within CFH health centers.
• Use two (2) patient identifiers to verify each patient’s identity.
• Verify and update the patient’s demographic information (i.e. name, birthdate, email, home/cell phone, preferred language, insurance, etc) to ensure validity and quality of information.
• Collect and accurately enter and verify patient insurance. Verify insurance status at every call.
• Pre-register new patients and provide electronic forms to patients with access to electronic devices such as smartphones, tablets, or computers.
• Web-enable patients for access to their patient portal, per current policy.
• Activate messenger configuration to ensure patients receive automated voice and text message reminders and updates.
• Reschedule/cancel appointments as requested by the patient.
• Attempt to complete all aspects of patient request in one transaction without transferring the call.
• Warm transfer/reroute calls only when necessary to fulfill patient requests.
• Effectively identify, defuse, and de-escalate callers who exhibit vulnerable emotional states and immediately report and/or escalate such occurrences to the Health Services Administrator.
• Effectively identify callers who may be experiencing a medical
• Ensure no medical diagnosis(es), medication, or treatment information is divulged or discussed with any caller.
• Document interactions and activities relevant to the call within a telephone encounter or within an appointment card’s general notes section.
• Assign telephone encounters to the appropriate recipient to ensure timely addressing.
• Meet performance targets and quality metrics identified by Health Services Administrator.
• Participate in process improvement committees, training, and staff meetings, as needed.
• Complete special projects and other duties as assigned.
• Follow standard operating procedures and apply best practices to ensure high-quality patient satisfaction; escalate issues to Health Services Administrator as necessary.
• Documents patient complaints and immediately report any problems or unusual occurrences to Health Services Administrator or designee.

Customer Service

• Ensures all duties are performed tactfully and confidentially.
• Use professional language, tone and grammar when communicating via telephone or electronically.
• Maintain an upbeat, encouraging, friendly tone of voice when handling all calls.
• Identify yourself to each caller to ensure the caller can identify the CCR resolving their inquiry.
• Offers appropriate options for resolution to reduce callbacks.

OTHER DUTIES:

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.

SUPERVISORY RESPONSIBILITIES:

None.

Skill Sets:

• Excellent organizational, verbal, and written communication skills.
• Excellent punctuality and attendance are required.
• Consistent demonstration of commitment to patient satisfaction, organizational productivity, and process improvement.
• Ability to work and remain calm in moderate to high stress environment.
• Ability to work independently, maintain efficiency and productivity required.
• Ability to multi-task and meet assigned deadlines from a variety of management staff.
• Ability to work in a fast-paced and ever-changing environment.
• Demonstrates initiative, personal awareness, professionalism and integrity, and exercises confidentiality in all areas of performance.
• Follows HIPAA, compliance, privacy, safety and confidentiality standards always.
• Extremely proficient in Microsoft Office Suite applications, including but not limited to Outlook, Word, Excel, and SharePoint.

JOB QUALIFICATIONS:

Required Education & Experience:

• High School Diploma or equivalent required.
• Minimum two (2) years of work experience in contact center operations, workflows, with a focus on performance improvement and data integrity.
• Bilingual in English/Spanish.
• Experience and proficiency in utilizing computer software such as Microsoft Office applications.
• Ability to simultaneously use multiple electronic devices and software.
• Experience in a customer service environment.
• Excellent communication and interpersonal skills.
• Ability to engage callers and deescalate customers who may be displeased with resolution(s).

Preferred Education & Experience:

• Prior experience utilizing eClinicalWorks (eCW)
• Prior experience in a multi-site Federally Qualified Health Center (FQHC) or other healthcare environment.
• Experience with practice management workflow & eClinicalWorks (eCW).
• Experience with the PanTerra phone system.