Covid Call Center Representative

The COVID Call Center Representative works under the COVID Call Center Supervisor and is responsible for assisting patients with handling and triaging phone calls, scheduling appointments, responding to questions, and documenting within the electronic health record. CommuniCare Health Centers is a Federally Qualified Health Center providing comprehensive patient-centered primary care services including medical, dental, substance abuse treatment, behavioral health, and outreach services to low-income, multi-ethnic, uninsured, and underinsured populations.

40 hours per week, Monday through Friday. Primary worksite at Drew. Travel to other sites may be required.

RESPONSIBILITIES

The following reflects management’s definition of essential functions for this job but does not restrict the tasks that may be assigned. Management may assign or reassign duties and responsibilities to this job at any time due to reasonable accommodation or other reasons.

Answers phone and schedules patient appointments providing accurate information to patients regarding a variety of programs and services

Pre-registers all patients and places reminder calls to patients to confirm appointments.

Runs insurance eligibility for the following day and creates billing notes for outstanding documents.

Be empathetic and sensitive to the unique needs of each customer. Provide explanations that are appropriate to the customer’s level of understanding and knowledge.

Gives full attention to the customer. Demonstrates promptness and shows initiative in responding to customers.

Routes call to appropriate department for continued assistance as necessary.

Manages information entry into the electronic health record such as faxes, previous medical records, radiology results, and assists with communication with other medical facilities through the electronic health record.

Enforces patient privacy and confidentiality guidelines with all clients; ensures that all protected health information is out of view of other patients at all times, and is secure when work shift has ended; Ensures that all protected health information is disposed of properly when required.

Assists with other administrative projects and tasks as needed.

Qualifications

Education & Experience: High school diploma and/or one year experience in a medical office, hospital, or clinic. Administrative and customer service experience in a busy customer service-related environment is required. Experience working in a health clinic or demonstrated commitment to low-income populations preferred

Special Skills/Equipment: Bilingual English/Spanish or English/Russian required. Computer skills proficiency including basic Windows and internal systems applications. Cash handling skills. Demonstrated ability to answer multiple phone lines simultaneously while maintaining courteous customer service skills. Must be able to accurately follow detailed protocols for appointment scheduling. Must be able to multi-task as well as demonstrate proficiency in written and verbal communications. Experience working in a health clinic or demonstrated commitment to low-income populations preferred.

Expectations: Attendance and punctuality are necessary. Ability to work well with a multidisciplinary team. Ability to problem-solve and be self-motivated. Must have good customer service skills as well as a commitment to excellence and high standards. Must have good written and oral communication skills, including the ability to take accurate notes. Must have the ability to manage priorities and workflow. Required to have versatility, flexibility, and a willingness to work within constantly changing priorities with enthusiasm and have an acute attention to detail. Expected to have strong interpersonal skills and have the ability to understand and follow written/verbal instructions. Able to take direction and working independently as well as a part of a team. Required to have the ability to deal effectively with a diversity of individuals at all organizational levels and with external customers.

Physical Requirements: *The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Ability to operate office equipment, including computer and copier equipment. Must able to sit or stand for long periods of time, with occasional walking. Ability to bend and lift up to 25 pounds. Hearing and vision required.

SALARY/BENEFITS:
Compensation depends on experience. Medical, dental, vision, life insurance, retirement, EAP, flexible spending account, paid holidays, vacation, and sick leave available.