Lead Call Center Representative

Lead Call Center Representative

Our Culture: Why work with us?

Our most valuable resource is our people--with a diversity of backgrounds, ideas, and life experiences. We have built a multidisciplinary and multicultural environment. Our culture is filled with people who are mission driven, passionate, and want to be of service to others. There is a dedication to one another that is palpable. We believe in rewarding our employees with an excellent benefit package including sign-bonuses, career pathways for advancement, paid vacation and sick days and the chance to help the people of Western Massachusetts thrive!

Our Mission:

Our mission is to create access to high quality integrated health care and promote well-being for individuals, families, and our communities. As a Federally Qualified Health Center with a focus on integrated, primary care, we believe that every human has the right to access whole health. We have locations in Amherst, Huntington, and Worthington, as well as a school-based health center at Gateway Regional Middle/High School and a Community Center in Huntington.

A day in the life of this role:

In this lead telework role, you will report to the Director of Patient Experience, serving as the point of contact for all front desk staff and Call Center staff, as well as assisting in developing and implementing training for all current and incoming Call Center staff and assisting the the Director of Patient Experience in supporting the day-to-day office operations. This position will highlight your strengths of exhibiting compassion and empathy as your days will be filled with interacting with our patients over the phone, successfully scheduling them for appointments, ensuring that they know what documentation they need to provide to be seen and then collecting and storing that information. You will use your detail-oriented, strong time management, computer, and organizational skills to enter all information into our electronic health record, including detailed information regarding how the patient self-identifies, and answering patient questions. Your considerate and open demeanor towards others, coupled with your understanding that our patients are treasured for their uniqueness, reflects your mission-oriented character. Your unwavering dedication to our core goal of delivering exceptional care and promoting well-being will be your top priority.

What’s in it for you:

Teamwork: Your commendable, independent work ethic will earn you recognition and appreciation, and you will also be celebrated as a cooperative and respectful team player.

Growth: You will be encouraged and supported to increase your skillset, knowledge and understanding of how providing access assists in providing high quality, integrated health to all our patients.

Impact: In this position you can directly impact the whole health of your friends, neighbors, and community members.

Benefits: Sign on bonus, health, dental and vision insurance effective on day 1 of employment, paid vacation, holiday time, personal time and sick time, retirement fund with employer match, Career Pathways opportunities and much more!

What we need from you:

• High School Diploma or equivalent.

• Previous experience in a medical/dental office.

• Demonstrated commitment to electronic recording of and providing others with accurate, detailed information.

• Ability to maintain strict confidentiality of patient information in accordance with HIPAA and HCHC policy.

Competencies and Attributes:

• Ability to communicate effectively and compassionately over the phone with any client.

• You are trustworthy, responsible, independent, take ownership and deliver results.

• You have unquestionable integrity, credibility, and character. You have demonstrated high moral and ethical behavior.

• You are willing to embrace challenges, and you are comfortable with uncertainty.

• Commitment to working with diverse populations as well as a commitment to the health of our communities.

• Human-centered, strength-based approach to working with colleagues and clients.

• Bilingual is a plus but not required.

This is a hybrid position. Accepting local candidates only.