Call Center Representative II

Description

About Hope Christian Health Center: Hope Christian Health Center (HCHC) is a nonprofit, faith-based organization dedicated to serving the Las Vegas community through compassionate, high-quality healthcare. Our services include primary care, behavioral health, community health worker programs, street outreach services, and recuperative care. We are committed to addressing the physical, emotional, and social needs of the individuals and families we serve. Our mission is to glorify God by demonstrating Christ's love to the Las Vegas community through the delivery of excellent, affordable healthcare to all, regardless of their ability to pay.

Work Schedule: Monday, Tuesday, Wednesday, Friday, and Saturday from 9:00 AM to 6:00 PM. Schedule may vary based on business needs.

JOB SUMMARY: The Call Center Representative II is a clinically trained Medical Assistant who plays a key role in delivering high-quality support within a patient-centered medical home. This position handles both administrative and clinical inquiries, ensuring compassionate and efficient communication with patients. The Call Center Representative II supports daily call center operations, manages complex clinical calls, monitors call queue performance, and assists with workflow coordination, including break coverage. As a knowledgeable resource, they help maintain departmental standards, support team development, and promote a culture of excellence.

DUTIES AND RESPONSIBILITIES:

Clinical & Administrative Support

• Triage patient calls related to symptoms, medications, and clinical concerns using MA training and established protocols.
• Provide accurate clinical information and instructions under provider guidance.
• Document patient interactions and concerns in the Electronic Medical Record (EMR).
• Schedule appointments requiring clinical judgement (e.g., urgent visits, follow-ups, procedures).
• Relay patient messages to providers and clinical staff, ensuring timely follow-up and resolution.

Front Desk Coverage Support

• Serve as a float team member and provide front desk support as needed.
• Cover the front desk during staff absences, breaks, vacations, and high-volume periods.
• Greeting and assist visitors in a professional and courteous manner.
• Schedule appointments and assist with calendar management.
• Perform front office administrative and clerical duties to support daily operations.
• Travel to and provide front desk support at various clinic locations and community outreach sites as needed to ensure continuity of operations and patient service coverage.
• Assist with maintaining efficient workflow and ensuring seamless front desk coverage.
• Demonstrate flexibility and adaptability to meet changing departmental and operational needs.

Other Duties:

• Promotes and demonstrates Hope values of: Gospel motivation, Prayer, Excellence, Stewardship, Patience, Thankfulness, Humility, Service, Dignity through Relationship and Hospitality and Joy
• Always maintains a courteous and professional demeanor.
• Always maintains the confidentiality of Hope Christian Health Center finances and patient-related information.
• Complies with HIPAA and protects patient information.
• The Call Center Representative II ensures compliance with all 19 Health Resources and Services Administration (HRSA) Health Center Program Requirements.
• The Call Center Representative II is also expected to actively participate in and support quality improvement activities and the clinical practice team efforts emphasizing the importance of the individual patient and putting the patient’s needs first.
• Other duties as assigned.

Requirements

Qualifications:

• At least 2 years of MA experience – preferred
• Fluency in English and Spanish – required

Education:

• Medical Assistant Certificate – required

KEY COMPETENCIES FOR SUCCESS:

• Faith to believe that Hope is a ministry of God, exemplifying the love of Christ, and held and directed by the Holy Spirit.
• Ability to operate general office machinery (computers, calculators, copy/fax machine, telephones, etc.)
• Excellent communication skills, both written and verbal.
• Demonstrated passion for community health care.
• Proven ability to maintain integrity in a fast paced and high-demand environment.
• Proven ability to manage performance goals.
• Ability to interact with people from all ethnic backgrounds, ages, and lifestyles; ability to understand and respond appropriately, effectively, and sensitively to special populations.

TYPICAL PHYSICAL DEMANDS:

Occasional standing, walking, lifting, reaching, kneeling, bending, stooping, pushing, pulling, and lifting and/or moving up to 25 pounds. Frequent sitting. Manual dexterity. Good reading eyesight and vision for close work. Ability to communicate by speaking and hearing in person or on the phone. Ability to travel to various locations.