Call Center Representative (Hybrid)

Call Center Representative (Hybrid)

Erie Family Health Centers, a nationally recognized top workplace with 14 sites in Chicago and suburbs, is looking for a valuable addition to our Patient Access Team! The Call Center Representative will be responsible for routine appointment scheduling for all of Erie's 14 sites and over 90k+ patients, which includes all providers and specialties! Our Call Center Representatives are responsible for verifying patient's insurance, scheduling accurately, providing general information, and routing the call to another team when necessary. Our representatives handle all calls in an efficient and courteous way, providing the best possible patient experience.

At Erie, we are proud to provide competitive salaries, high-quality health care plans, generous time off benefits, retirement benefits, and more! Erie employees are eligible for Erie's Full Benefits Package that includes Medical, Dental, Vision, Life and Disability Insurance and Flexible Spending (FSA) for Health Care or Childcare. Retirement Programs: 401(k) program with Erie matching $0.50 for every $1.00 up to the first 5% of the employee's biweekly salary. Annual Paid Time Off: starting at 15 days of PTO, and 8 paid holidays. Competitive salary, annual merit increases, plus room for growth and career advancement.

Compensation is based on each candidate's experience, skills and education within the range identified for the role. Candidates who meet the minimum requirements of the role will start at entry in the range. Any additional skills, experience and education will be reflected in the compensation offered.

Main Duties & Responsibilities

• Handle an average of 70 calls per day (approximately 350 calls per week), depending on call volume.
• Answer all incoming telephone inquiries related to daily appointment scheduling, provider and clinic staff availability, Erie services, and general patient information – including medical, dental, and triage services. (Bilingual candidates will be assigned to Spanish queues as needed, based on call volume and Workforce Manager direction.)
• Attend all required trainings and professional development sessions including Electronic Health Records (EHR) training on the second day of employment to ensure proficiency in patient scheduling and record management.
• Meet the required occupancy goal of 80%
• Schedule appointments in accordance with site-based guidelines for all patients.
• Update patient demographic and insurance information at the time of scheduling.
• Verify Individual Health Coverage (IHC) eligibility – ensure that all patients with a medical card are enrolled in the IHC program with Erie Family Health Centers (EFHC) through the MEDI system.
• Identify and assist patients who are eligible for State Health programs (e.g., ALL KIDS, IHC, etc.).
• Page nurses and providers as needed, ensuring urgent messages are relayed through the airmail intranet.
• Properly route and handle all telephone calls – administrative, clinical, and informational – in compliance with departmental guidelines.
• Manage voicemails by diverting calls, recordings, and distributing accurate messages; monitor voicemail functionality as needed.
• Send messages accurately to the designated department based on the patient's request.
• Correct scheduling errors within a reasonable timeframe.
• Support new hires by assisting with call shadowing.
• Patient Satisfaction: Provide excellent customer service and assist all patients in a professional and courteous manner.
• Perform other duties as assigned.

Qualifications

• High School Diploma or equivalent required
• Healthcare operations or administration experience preferred
• One year of call center experience required
• Strong computer skills including Microsoft Office, experience with dual screens, and navigating between multiple applications at once
• Ability to type at minimum 25 words per minute
• Exhibits essential Customer Service focused commitment demonstrating active listening, focus on issue resolution, sharp attention to detail, and analytical and problem-solving abilities to meet and exceed the needs of our patients
• Proven track record of reliability and demonstrates importance of attendance and maintaining a positive work environment, arriving on time and with minimal absenteeism
• Experience working in a fast paced, rapidly changing environment
• Previous work from home experience is preferred but not required
• Ability to consistently maintain metric and quality requirements
• An Illinois-Issued driver's license or state ID is required. This can be obtained prior to starting.
• Bilingual proficiency in English and Spanish is required.

HYBRID Work from Home Opportunity

Must be able to work flexible hours which may include evenings and weekends. Local candidates are preferred.

The Erie Advantage Pledge: WORKING TOGETHER FOR WHAT MATTERS MOST

Erie makes a pledge that all current and future employees can feel confident that:

• Our mission, vision, and values unite us.
• Our voices matter.
• We do things well.
• Our inclusive culture promotes balance and belonging.
• We find our career sweet spot at Erie.