Contact Center Specialist

Neighborhood Health is an innovative network of 11 community health centers in Nashville, Gallatin, and Lebanon, Tennessee. We provide comprehensive primary care, integrated behavioral health, and dental services to almost 30,000 patients. Our patients primarily include immigrants, residents of public housing, individuals experiencing homelessness, and person living with addiction. As a federally qualified health center, we provide care without regard to health insurance or a patient’s ability to pay. We also strive to improve our Patient Centered Medical Home model to ensure all patients get the right high-quality care, at the right place and the right time.

Nature of Position: The Contact Center Representative (CCR) works closely with patients to schedule appointments for primary and preventative care at each of UNHS’ clinics. CCRs navigate each provider’s schedule and place appointments in the most efficient time slot. CCRs are responsible for the work flow of each schedule. CCRs must make every effort, while remaining within the scope of their position, to resolve patient needs before diverting them. CCRs must multi-task and may be assigned a specific range of duties by their supervisor to improve efficiency and assure quality of patient care.

Key Competencies and Qualifications

• strong verbal and written communication skills
• good listening skills
• problem analysis
• good problem-solving skills and a willingness to take extra steps to help customers
• customer service orientation
• organizational skills
• attention to detail
• initiative
• good judgment
• adaptability
• ability to work as a member of a team
• high stress tolerance and resilience
• desire to meet the scheduling and visit goals, and to promote the vision and mission, of UNHS
• High School diploma or GED
• Bilingual English/Spanish, preferred

Salary Grade and Classification: Non-exempt

Responsible To: Operations Coordinator

Main Job Tasks and Responsibilities

• answer contacts with a warm and professional demeanor
• respond to customer inquiries
• deliver prepared scripts to persuade potential patients to schedule appointments for appropriate UNHS services
• obtain customer information
• receive and route customer complaints
• provide customers with service information and clinic locations
• enter customer information and schedule appointments in NextGen
• process support staff and provider messages via NextGen and assign tasks as needed
• identify priority and emerging issues
• route contacts to appropriate resources
• follow up customer and other outside contacts
• maintain and complete contact logs of all telephone interactions, appointments scheduled and account information
• produce contact reports
• process medical record requests in a timely manner
• scan medical records and other patient information into NextGen
• maintain HIPAA compliance
• other tasks as assigned

Education and Experience

• proficiency in relevant computer applications
• knowledge of customer service principles and practices
• knowledge of contact center telephony and technology
• six months or more experience in a contact center environment preferred
• medical and/or dental customer service and scheduling experience
• experience in data entry/keyboarding skills
• knowledge of administration and clerical processes
• experience in NextGen preferred

EOE