Call Center Associate

Position Summary The Call Center Associate is responsible for ensuring a positive and effective experience for every patient who has telephone contact with Brighter Beginnings. They answer calls in a timely manner and identify and address patients’ needs. This requires exceptional critical thinking, customer service, organizational, and time‑management skills. Duties include receiving incoming calls, answering patients’ questions, sending patient messages to providers, and all aspects of appointment scheduling. The Associate is expected to meet performance targets related to caller wait times, call handling time, high‑quality customer service, and quality of telephone encounters. Qualifications High School Diploma or GED Experience and/or interest in health care Spanish/English bilingual Excellent patient/customer service, verbal and written communication, and follow‑through skills Ability to work independently and use good judgment Ability to work effectively with co‑workers Strong computer skills Preferred: Certificate or AA in health care related coursework 1 year related work experience in health care or customer service Multi‑line phone experience Experience scheduling appointments and checking insurances Experience in a primary care health care setting and knowledge of health care terminology Experience working on computers and knowledge of Google software products Responsibilities Schedule patient appointments according to scheduling and payor protocols Gather information and relay it efficiently to appropriate departments Monitor provider schedules for errors or opportunities for improved efficiency Act as a patient liaison with other departments Attend to requests and actions from other departments in a timely and professional way Monitor and respond to department voicemail, patient portal messages, and after‑hours messages Retrieve patient records from hospitals or other referral sources when scheduling appointments Refer patients to Octavia triage nurses as indicated by patient need; ensure referral records are available Stay updated on organizational changes related to core responsibilities Seek and support changes in workflow; suggest improvements and participate in efforts to improve service levels Use EHR system efficiently and effectively Maintain patient confidentiality as required by HIPAA in all daily work Call patients when due for a visit and schedule appointments Other tasks as assigned Behavioral Health Responsibilities Review ACCESS LINE referrals on ccLink, create patient charts as needed, run insurance enrollment, and schedule intakes with BH providers Support 4 BH provider schedules; fill BH appointment slots daily Confirm patient appointments daily Track patients willing to have last‑minute telehealth sessions and fill cancellation slots Review BH caseload for all 4 providers to ensure patients remain on calendar or are closed out Send close‑out letters to patients as needed Follow up on ROI requests for BH patients Review PHQ‑9 and GAD‑7 referrals to ensure BH intake and follow‑up Ensure measurements (GAD‑7, PHQ‑9, PRAPARE, CAGE‑AID, Columbia) are documented using SMART FORM Document consents and custody for minors in the patient chart Review BH referrals for higher level of care or psychiatry; work with referrals team to connect patients with services Coordinate insurance support with insurance team to resolve issues and schedule BH sessions as needed Provide care for CARES 2.0 patients regarding insurance limits and self‑pay Review BH referrals for case management and refer qualifying patients to BB ECM program Create/Send Google invites for BH sessions (all providers except Lila) Support collateral contacts to outside providers Assist with updating Excel and eCW tracking of BH services Other tasks as assigned Equal Opportunity Employer Brighter Beginnings is an Equal Opportunity Employer committed to diversity and inclusion. Employment decisions are made without regard to sex, gender identity or expression, sexual orientation, race, ethnic origin, color, creed, religion, national origin, citizenship, age, marital status, physical or mental disability, genetic information or ancestry, protected Veteran or military status, or other characteristics protected by law. #J-18808-Ljbffr Brighter Beginnings