HEALTHCARE CALL CENTER REPRESENTATIVE

Job Description

Job Description

Healthcare Call Center Representative

CLASSIFICATION/STATUS: Non-Exempt, Full Time (40 hours/week) 

IMMEDIATE SUPERVISOR: Lead Patient Service Representative and Call Center Supervisor 

SUPERVISORY RESPONSIBILITIES: None 

FLEXIBLE WORK: Hybrid 

PAY RANGE: Band B ($21.00 - $27.00/hour) 

WHO YOU ARE:  

YOUR ROLE & IMPACT  

The mission of Charles River Community Health (CRCH) is to partner with individuals and families so they can thrive and lead healthier lives by delivering the comprehensive, integrated, and accessible primary healthcare that matters most to them. The Healthcare Call Center Representative works full-time in call center service, working on a team to provide excellent service to our patients and other community members reaching us by phone. The Healthcare Call Center Representative will answer incoming calls, schedule appointments, answer inquiries and questions, handle complaints or concerns, troubleshoot problems, and provide information. The Healthcare Call Center Representative will also be cross-trained in front desk operations to provide on-site support as coverage requires. As the first point of contact for many patients, this role is essential to creating an outstanding patient experience and increasing retention. 

Note: Call Center hours are 8:00am - 5:30pm Monday- Friday. Ideal candidate must be able to cover the on-call rotating schedule, Saturday from 8:00am-12:00pm, when necessary. 

YOUR RESPONSIBILITIES  

• Receive inbound and make outbound calls with patients and community members to identify their needs, schedule appointments, and/or route calls to appropriate resources, as assigned by Lead Healthcare Call Center Representative. 
• Develop lasting relationships with other call center staff as a member of a team built on open communication, trust, and reliability. Spending time in the clinic will help foster this relationship. 
• Demonstrate consistent, enthusiastic teamwork, moving between assignments as directed by the needs of the health center. 
• Serve as front desk staff for all clinical departments (except Pharmacy) as assigned by supervisor or designee on an as needed basis for coverage needs.
• Cross-trained to cover all Call Center and Patient Service department needs within three months of hire, including check-out. 
• Provide occasional on-site support at Front Desk at either site if there is a need for coverage. 
• Utilize software, databases, scripts, and tools appropriately to follow set communication guidelines and established workflows in addressing caller needs. 
• Manage and resolve patient and family concerns. 
• Raise issues and make recommendations to management to improve processes and patient experience. 
• Perform other duties as assigned by supervisor or designee. 

YOUR QUALIFICATIONS, COMPETENCIES, TRAITS  

• High school diploma or equivalent. 
• Must have one year of customer service experience, preferably within a healthcare and/or call center setting. 
• Demonstrated customer service, communication, and problem-solving skills required. 
• Must be able to speak English. Multilingual strongly encouraged to apply, preferred but not required. 
• Ability to follow oral and written instructions required. 
• Must be able to use complex technology systems, phones, EMR, outlook and multi-task between different systems. 
• Must be able to maintain a high level of confidentiality and discretion in all interactions that involve Protected Health Information, in accordance with the Health Information Portability and Accountability Act (HIPAA). 
• Expect to be in the office at least 1-3x per month for meetings and site interaction.  
• Must be able to work from home in a quiet, professional setting at all times.  
• Must have Wi-Fi/internet access at home to perform the job remotely.  
• Must be willing to sit most of the day, while using a computer and headset. 
• Must have a willingness to work flexible hours to meet the organization's needs/demands.  
• Must be able to travel to either Charles River Community Health site (Brighton and Waltham) as needed.  
• Must have excellent communication skills, particularly with people from diverse cultures, with the ability to understand the community, population, and patients we serve.   
• Must believe in the work we do at CRCH, with a strong passion to serve underserved populations in diverse settings.  

WHO WE ARE & WHAT WE DO  

Charles River Community Health’s mission is to partner with individuals and families so they can thrive and lead healthier lives by delivering the comprehensive, integrated, and equitable primary healthcare that matters most to them.?  

CRCH is a comprehensive practice providing medical, pharmacy, dental, behavioral health, optical, and vision services to diverse underserved local communities. We serve over 14,000 patients annually, and 90% of those served are low income, while over 70% need services in a language other than English.?  

We are committed to providing patients with timely access to the right care, at the right place and at the right time, collaborating with other organizations to connect patients with a comprehensive range of services and provide continuity of care, and creating new community partnerships to meet the changing needs of patients and the community.?  

We value caring for everyone with dignity, respect, and compassion, reducing cultural, financial and other barriers to care, and eliminating health care disparities for our patients. ?We also advocate for the needs of our patients, the community, and public health causes.  

OUR PROMISE  

If you are passionate about providing service excellence in a mission-driven, team-oriented, and progressive organization, you will find your career as Healthcare Call Center Representative rewarding and impactful! You will also find a partner in your career path goals and trajectory! 

OUR BENEFITS & PERKS  

Medical & Dental Insurance? 

Short & Long-term Disability Insurance? 

Generous Paid Time Off? 

Flexible Spending Account? 

Employee Assistance Program? 

Tickets at Work? 

Health Reimbursement Arrangement? 

Travel Reimbursement? 

Professional Development Opportunities? 

Solid track record of developing and promoting employees internally!? 

Charles River Community Health is strongly committed to diversity and a workplace environment that respects, appreciates and values employee differences and similarities.? By providing and supporting a work culture that fosters and builds upon diversity and its strengths, CRCH will better serve our local communities and continue to provide quality patient care and services. CRCH is an employment at-will organization and an equal opportunity employer committed to maintaining a work and learning environment free from discrimination on the basis of sex, race, color, religion, national origin, pregnancy, gender identity, sexual orientation, marital/civil union status, ancestry, place of birth, age, citizenship status, veteran status, political affiliation, genetic information or disability, as defined and required by state and federal laws.? Additionally, CRCH prohibits retaliation against an applicant or employee because he or she has engaged in protected activity under the statutes prohibiting discrimination in the workplace.??