Call Center Representative

Call Center Representative

Open Door Family Medical Center provides health care and wellness programs to individuals and families in need throughout Westchester, Putnam and Ulster Counties. A pioneer Federally Qualified Health Center, Open Door provides more than 300,000 patient visits annually and serves nearly 60,000 individual patients who might not otherwise have access. Open Door offers integrated services and a holistic approach to building healthier communities. Primary medical care, dental care, integrated behavioral health care, clinical nutrition, wellness programs, and chronic disease management are the foundation of its clinical programs.

Open Door is seeking a Bi-Lingual (English/Spanish) Call Center Representative for its Family Medical Centers in Westchester and Putnam counties. The Call Center Representative will report to the Senior Manager, Call Center and will be based in Ossining, NY with Hybrid schedule potential following successful completion of the training process. The Call Center provides assistance with all incoming calls to our centers and supports access for care to our patients for medical, dental, and behavioral health services provided throughout our locations.

Responsibilities

• Provide superior Customer Service to Open Door Family Medical Center patients, providers and colleagues.
• Accurately and promptly answer incoming telephone calls, eCW messages and Patient Portal inquiries.
• Serve as a liaison between care providers and patients to ensure that patients can access medical services, medications, and other crucial aspects of health care in a timely manner.
• Document thoroughly and accurately patient communications and actions taken on their behalf in our electronic records.
• Follow procedures to correctly prioritize patient needs with provider availability.
• Use appropriate means of communication for serving our patients' needs (appointment, telephone encounter, overhead pages) with required staff.
• Respond to emergency calls according to established procedure.
• Maintain patient confidentiality at all times, following HIPAA and Open Door Family Medical Center guidelines.
• Demonstrate ability to know when to request supervisor or additional support to meet the needs of our customers, patients and the community.
• Participate in special customer service projects intended to further engage or provide general education about the services offered at our centers.
• Represent Open Door in community outreach activities.

Requirements

• Bilingual English/Spanish with written and verbal fluency in both languages.
• High School Degree required. College credits, Associates Degree, Bachelor's degree preferred.
• At least 1+ years experience as a call center representative.
• Medical office experience is preferred
• Proficient in computer use and experience with MS Office applications, including Excel.
• Customer service experience required. Experience with community and health organizations preferred.
• Excellent telephone manners required.
• Enjoys working in a team based environment
• Responsive and comfortable working in a fast paced environment.
• Ability to work well with both external and internal customers, exhibiting empathy and excellent communications skills in the written and verbal exchanges.
• Ability to function well in a culturally sensitive manner within this organization's philosophy and mission
• Passionate about providing high quality care to low income, under-served residents and those lacking access to health care

There are many fantastic benefits to a career at Open Door Family Medical Centers. In addition to working to effect positive change in the health and lives of thousands residents of Westchester and Putnam counties, Open Door offers its employees a stimulating, diverse and team-based work environment with comprehensive benefits including medical, dental, life insurance, flexible spending accounts, 403(b) and 401(k), generous paid time off, onsite Wellness facilities, and educational assistance. Aside from excellent benefits, we offer a competitive salary and annual bonuses based on patient care.