Call Center Coordinator

Call Center Coordinator

Job Category: Customer Service Requisition Number: CALLC001165

Full-Time On-site Springfield, MA 01103, USA

Description

Reports to: Front Office Operations Manager

Salary/Status: Non-Exempt

Department: Front Office

Minimum Requirements:

• High school diploma minimum.
• Previous experience with switchboard/reception in a fast-paced office
• Capable, sensitive, and articulate in conversational English.
• Computer literacy in general word processing and database applications.
• Ability to establish and maintain effective working relationships with other employees, individuals seeking assistance, and the general public.
• Reliable and professional in behavior and appearance.

Principle Responsibilities and Duties:

• In accordance with established procedures, receives, takes messages and forwards all incoming phone calls as appropriate (to triage nurse, interpreters, outreach, or administrative departments) in a friendly manner.
• Refers sick call-ins to clinical nursing staff for triage.
• Takes and documents messages from callers as necessary using an electronic health record system.
• Facilitates general telephone operations.
• Efficiently schedules medical appointments of returning patients: notes, all necessary patient's demographic information type of visit, and interpreter needs, if any.
• Maintains current knowledge of the time requirements of various categories of patient visits, preferences and work schedules of various physicians, and any interpretation needs.
• Ensure all patient enquiries and complaints are relayed to proper member of management.
• Handle inquiries (regarding hours, location, programs, patient eligibility, etc.) in a professional manner.
• Inquire of all patients as to any change in address, phone, financial or insurance status.
• Coordinates and schedules appointments for the deaf and hearing impaired.
• Make patient reminder calls in a timely fashion.
• As time permits, may perform computerized word processing or data processing for administrative and medical staff.
• May assist patients or staff with bilingual interpretation as time permits.
• Assists staff in identifying/contacting external office support services.
• Maintains work area in a clean, organized and orderly fashion to facilitate interactions with other staff and to reflect well on the Health Center when viewed by the public.
• Maintains confidentiality of all health center information.
• All other duties as required.

Physical Requirements:

• Prolonged periods of sitting at a desk and working on a computer.
• Must be able to lift up to 15 pounds at times.

*Salary range $19.23-$24 per hr*

Equal Opportunity Employer This employer is required to notify all applicants of their rights pursuant to federal employment laws. For further information, please review the Know Your Rights notice from the Department of Labor.