Call Center Representative

Thank you for your interest in career opportunities at Central City Concern!
Since 1979, the Portland Community has trusted Central City Concern (CCC) to help people create meaningful, long-term change. Every year, we serve more than 13,000 people experiencing, or at risk-of, homelessness with affordable and supportive housing, person-centered health care, addiction recovery and employment assistance. By providing health care, housing and jobs, CCC is ending homelessness in Portland and helping people achieve their highest potential.
Now Hiring: Join Central City Concern's Blackburn Center as our Call Center Representative!
Location: Central City Concern - Blackburn Center
Schedule: Monday - Friday (8:00am - 5:00pm)
Reports To: Client Access Operations Manager
SUMMARY:
The Blackburn Center is an innovative program that will offer integrated housing, health care, and employment services with the long term goal of eliminating homelessness. We seek to change how these services are delivered to all people, especially vulnerable populations.
This position will work as a member of a multi-disciplinary team at the Blackburn Center to deliver comprehensive, person-centered, integrated services to the Portland Eastside community. The Call Center Representative will be the first point of contact for those calling the Blackburn Center.This position will manage incoming calls to Blackburn in a warm, welcoming and trauma informed manner, to quickly identify client's needs and route or record the call following protocol.The Call Center Representative will assist with scheduling or cancelling appointments in Centricity by following complex scheduling protocols. This position will be responsible for processing incoming mail and routing to the appropriate departments/personnel.
ESSENTIAL DUTIES AND RESPONSIBILITIES:

1. Work as a member of the Blackburn Center multi-disciplinary team to deliver comprehensive, client centered and trauma informed integrated services.
2. Actively participate in the integration of services at the Blackburn Center and identify new opportunities to improve collaboration between and within service and care teams while carefully following information-sharing guidelines.
3. Proactively identify opportunities for improvement within Blackburn Center workflows and logistics. Participate in review of Blackburn Key Performance Indicators; review and contribute to continuous improvement opportunities and plans.
4. Build understanding of and appreciation for diversity among Blackburn Center clients and support their connection to culturally responsive and culturally specific services as requested.
5. Manage incoming calls on a busy, multi-line phone system.
6. Identify and clarify callers needs in a quick yet trauma informed fashion.
7. Provide information to callers regarding CCC and Blackburn services.
8. Route calls to appropriate departments or personnel.
9. Follow communication "scripts" as directed.
10. Document calls in an electronic chart when appropriate as per protocol.
11. Schedule and cancel appointments for established patients/clients for multiple providers and services within Centricity, documenting and following scheduling guidelines.
12. Arrange interpretation services for appointments.
13. Receive and process incoming mail (opening, date stamping and routing appropriately).
14. Participate in compliance, quality assurance and quality improvement activities as directed.
15. Adhere to all state and federal privacy regulations, including HIPAA and 42 CFR Part 2, and to CCC policies and agreements regarding confidentiality, privacy, and security. Support compliance with all privacy and security requirements pursuant to community partners' and outside providers' patient confidentiality agreements, including privacy and security requirements for EMR access.This includes immediately reporting any breach of protected health information or personal identification information of any person receiving CCC services by CCC or an outside provider to the CCC Compliance Department, as well as to your supervisor or their designee.
16. Attend all mandatory CCC trainings in a timely manner.
17. Perform other duties as assigned.

SKILLS AND ABILITIES:

1. Excellent interpersonal communication skills with ability to communicate clearly and concisely both orally and in writing
2. High level of professionalism while working with the general public and co-workers
3. Strong listening skills
4. Ability to identify and clarify needs of the caller in a trauma informed manner
5. Attention to detail
6. Ability to multi-tasks and prioritize
7. Strong computer skills including electronic scheduling and electronic medical records
8. Ability to stay calm under pressure and in crisis situations
9. Strong ability to retain and provide information
10. Ability to work independently and as a team member
11. Ability to maintain client confidentiality at all times.
12. Ability to maintain accurate records and paperwork.
13. Ability to understand and follow oral and written instructions.
14. Ability to consider the impacts and outcomes for underserved communities during decision-making processes.
15. Ability to consider impacts of systems of oppression, structural racism, and individual bias on client outcomes.
16. Working knowledge of Centricity preferred.
17. Basic knowledge of medical terms preferred.
18. Bilingual preferred.
19. Experience in both medical and behavioral clinic settings preferred.

MINIMUM QUALIFICATIONS:

1. Must have High School Diploma or GED or be actively pursuing.
2. Minimum 1+ year recent experience providing call management and clerical support in a clinical setting.
3. Typing of minimum 35 words per minute.
4. Proficient in Microsoft Office products.
5. Excellent data entry skills.
6. Ability to navigate electronic systems applicable to job functions.
7. Ability to work calmly and efficiently in a fast paced environment.
8. Must have current CPR certification prior to start.
9. Must generally have the ability to walk, bend, stoop, kneel, squat, twist, reach, pull and lift heavy objects, and climb stairs with reasonable or no accommodation.
10. Ability to adhere to Central City Concern's drug-free workplace which encourages a safe, healthy and productive work environment and strictly complies with the Drug-Free Work Place Ace of 1988. An employee shall not, in the workplace, unlawfully manufacture, distribute, dispense, possess or use a controlled substance or alcohol.
11. Must pass a pre-employment drug screen, TB test, and background check. This includes clearance by the DHS Background Check Unit.
12. Must adhere to agency's non-discrimination policies.
13. Ability to effectively interact with co-workers and clients with diverse ethnic backgrounds, religious views, political affiliations, cultural backgrounds, lifestyles, and sexual orientations, treating each individual with respect and dignity.

BENEFITS at CCC
Central City Concern offers incredible benefits to our employees. We offer an extensive total rewards package to include base wages, medical, dental, vision and voluntary plans. Central City Concern also takes employees' financial wellness into consideration and provides a rich retirement match. In the spirit of inclusivity, we celebrate 11 holidays and have a generous paid time off (PTO) plan.

• Paid Time-Off (PTO) plan provides up to 4 weeks of PTO accrual in the first year. Accrual increases with longevity.
• Generous 403(b) Retirement Savings plan with competitive employer match.
• 11 paid Holidays + 2 Personal Holidays to be used at the employee's discretion.
• Comprehensive Medical, Vision, and Dental insurance coverage.
• Employer Paid Life, Short Term Disability, and Long-Term Disability Insurance.

Central City Concern is a second chance employer and complies with applicable laws regarding consideration of criminal background for employment purposes. Government regulations, contractual requirements, or the duties of this particular job may require CCC to conduct a background check and take appropriate action to address prior criminal convictions.
Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities
The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor's legal duty to furnish information. 41 CFR 60-1.35(c)