CALL CENTER REPRESENTATIVE

Position Summary

The Call Center Representative supports the scheduling and general inquiries of patients through incoming/outgoing calls.

Nevada Health Centers is an employer of choice and offers comprehensive benefits, including but not limited to:

• Competitive compensation, with annual merit increases
• Company sponsored PPO medical plan and buy-up option, vision and dental plans
• 403(b) retirement plan with employer match
• Generous time-off policy, and ten (10) paid holidays plus one (1) float holiday
• Company paid life/AD&D and long term disability policies

Essential Duties and Responsibilities

• Provides exceptional customer service to both internal and external customers
• Monitors and directs incoming and outgoing calls in a timely manner
• Schedules, reschedules, cancels, and confirms appointments accurately
• Coordinates walk-ins and triaging with clinic staff
• Blocks provider schedules as requested by call center and/or clinic supervisor
• Answers general inquiries regarding clinic services and hours, informs patients about sliding fee programs and insurance eligibility
• Completes appropriate patient documentation in electronic medical records.
• Follows all policies and procedures and appropriately report concerns and patient issues as well as procedures for personal requests.
• Alerts for ways to improve customer service, improve patient flow
• Attend required meetings and participate in committees as requested.

Required Qualifications

• High school diploma or general education degree (GED)
• 6 months experience in a customer service role
• Strong communication skills including written and verbal communication

Preferred Qualifications

• English/Spanish fluency
• Demonstrated proficiency with computer programs and data entry, experience with Electronic Health Records highly preferred
• Previous experience using a multi-line phone system
• Ability to manage time effectively

Equal Opportunity Statement

Nevada Health Centers will provide equal opportunity employment to all employees and applicants for employment. No person shall be discriminated against in employment because of race, color, gender, age, national origin, ancestry, religion, physical or intellectual disability, marital status, parental status, sexual orientation, gender identify and expression or any other category protected by law.

Americans with Disabilities Act (ADA) Statement

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this job, the employee is regularly required to sit; use hands to finger, handle, or feel; reach with hands and arms; and talk or hear. The employee is occasionally required to stand; walk; stoop, kneel, or crouch. The employee must regularly lift and/or move up to 20 pounds.