Call Center Representative

Job Description

Job Description

Call Center Representative - BILINGUAL FLUENCY REQUIRED

Description

InterCare is a Federally Qualified Health Center which MAY qualify employees for National Student Loan Forgiveness program.

Become part of a Migrant and Community Health Center, where you will:

• Have a passionate purpose.
• Do worthwhile work.
• Make a difference in people’s lives.

InterCare is searching for a Full-Time Call Center Representative to join our team! At InterCare, you’ll find a rewarding and challenging work environment and a competitive compensation, starting at $17.50/hour and benefits package which includes: vacation/personal paid time off, sick time, 10 paid holidays, tuition reimbursement program, medical, prescription, dental, vision, life insurance, and short term and long-term disability insurance.

At InterCare Community Health Network, we believe all people have the right to equal access to quality health care.

Work Schedule:
Hours are Monday through Friday from 8:30 a.m. to 5:00 p.m. Days and work schedule may vary due to business need. NO WEEKENDS! NO MAJOR HOLIDAYS!

Training Hours:

Monday - Friday: 7:00 a.m. - 3:30 p.m.

Primary Accountability

Serves as first point of contact by answering incoming calls from patients, pharmacies, and other provider offices.

Description of Primary Duties & Responsibilities

• Greets and assists callers.
• Responds to phone inquiries and requests.
• Routes calls to appropriate department or staff as needed.
• Records phone messages in electronic system and tasks appropriate staff.
• Deals effectively with difficult/emotional callers. Seeks assistance as needed
• Escalates calls to management staff or clinical triage as warranted.
• Schedules medical and dental appointments in electronic practice management system.
• Obtains and enters accurate patient demographic and insurance information.
• Schedules appointments in accordance with InterCare scheduling policy and procedure.
• Responsible for calling and scheduling patients on recall list.
• Communicates details of appointment to patient.
• Keeps supervisor informed of patient demand and access concerns.

Requirements

Description of Primary Attributes General Development

• Requires strong customer service skills, conscientiousness, attention to detail, and multi-tasking ability.
• Ability to maintain productivity and complete job duties with speed and accuracy.
• Ability to deal effectively with a wide variety of people while developing strong working relationships.
• Works as part of a team and assists the team in meeting productivity and quality goals.
• Skill in motivation, self-direction and punctuality.
• Able to adjust to changing circumstances.

Professional and Technical Knowledge

• Possesses a thorough understanding of customer service practices typically acquired through extensive practical experience.

Technical Skills

• Proficient in electronic practice management systems.
• Ability to use clerical and numerical skills to perform job duties.
• Ability to generate letters, forms, and documents.
• Ability to perform data entry, run reports, and operate common office equipment.

Communication Skills

• Excellent verbal and written communication skills.
• Ability to communicate in a clear effective manner.
• Possesses excellent cross-cultural communication skills and the ability to communicate effectively with patients and staff members at all levels.

Physical Demands

Job duties are performed in the typical office environment of the organization. The environmental factors and/or physical requirements of this position include the following:

• Ability to stand, walk, stoop, kneel, crouch, frequently sit, and lift up to 25 lbs.
• Requires good hand-eye coordination, reach with arms & hands, and finger dexterity, including ability to grasp, and manipulate (using keyboard, office equipment).
• Visual acuity to use keyboard, operate office equipment, and read printed material and regularly required to talk and hear.