Call Center Representative

Summary of Position

The Call Center Representative (also CCR) is responsible for providing high quality service to all individuals that contact our office via telephone or the internet. The CCR ensures that all patients receive access to care and information via telecommunications and online methods, as appropriate. The CCR assists the supervisor and/or manager with a variety of general office activities and may be asked to assist in various front desk operations among all sites when necessary. The CCR will assist with patient requests, all incoming communications to the Center, scheduling patient appointment requests, call routing, outbound contact initiatives, and screening incoming communications all while ensuring the delivery of excellence in customer service.

Minimum Qualifications

Experience: Minimum one year working in a medical office preferred. Minimum of 1 years of in a call center. Experience in working in a community-based health care setting is a plus.

Additional skills required: Knowledge of medical terminology. Familiar with basic computer operations. Good verbal and written communication skills in English and the specified language(s).

Additional skills preferred: Strong customer service skills and superb telephone etiquette. Bilingual preferred.

Education: High School diploma and post High School course work in medical terminology required; college degree with emphasis on language skills preferred.

Physical Requirements:

The physical demands described here represent those that must be met by an employee to successfully perform the essential functions of this job.

Repetitive movement of hands and fingers typing and/or writing.

Talk and hear.

Key Responsibilities

1. Assist with appointment scheduling and confirmation communications.

2. Participate in and assist with targeted patient recruitment initiatives.

3. Attend staff meetings and participate in monthly staff training sessions.

4. Respond to patient needs immediately, responsively and compassionately.

5. Pleasantly and promptly answer all inbound phone calls.

6. Correctly utilize the Practice Management Software, including proper entry of patient information, scheduling, insurance information, and other financial information.

7. Assist and train staff members to pleasantly and properly perform outbound patient communications for follow-up, rescheduling, and other initiatives as directed.

8. Fill-in and assist in various roles, when needed.

9. Follow all CRCHC policies and procedures, ensuring that CRCHC consistently operates in a high quality manner.

10. Assist with maintaining continuous compliance with all industry standards, laws and regulations as promulgated by regulatory and accrediting organizations such as: BPHC, JCAHO, CLIA, OSHA, and State and Federal Governments, etc.

11. Assist with other duties as assigned in support of Cabarrus Rowan Community Health Centers and its mission.

12. Manage all inbound and outbound calls at the Call Center, integrating workflows with other support functions, and promoting CRCHC programs and services to the public, potential new patients and others, as appropriate.

13. Deliver high quality customer service at all times, ensuring accurate patient information is captured during the registration process and complete patient insurance verifications.

14. Assist with other front desk responsibilities as needed, including patient admission, registration, appointment scheduling, pre-certification, insurance verification and cashiering.

15. Continuously strive to improve the quality and accuracy of CRCHCs patient personal information such as phone numbers, addresses, and demographics, by screening patient calls, confirming system data, and providing system warnings when inaccurate data is present.

16. Ensure overall accuracy related to call distribution throughout the organization.

17. Foster a positive and proactive work environment, emphasizing respect for individuals, high standards of quality, customer service, innovation and center-wide team work.

18. Assist with emphasizing strong results orientation within the department by motivating peers, satisfying customer needs and achieving organizational goals.

CRCHC Core Requirements

1. Patient Centered Customer Service Whether directly or indirectly, we work to support the delivery of an excellent patient experience to everyone served by the organization.

2. Caring and Compassion We provide empathic comfort to those in distress and share kindness in all interpersonal interactions.

3. Respectful Communication We communicate openly, honestly and without judgment while honoring each individuals uniqueness and assuming the best of those with whom we interact.

4. Teamwork We are members of a diverse interdisciplinary team working together to meet a common goal.

5. Accountability We accept our individual and team responsibilities and we meet our commitments. We take responsibility for our performance and actions.

6. Customer Safety We recognize and correct potential hazards to protect ourselves and our customers.

CRCHC provides comprehensive, high-quality primary health care to our patients regardless of ability to pay. As a Federally Qualified Health Center (FQHC), we provide health care to all members of our community, including low income, indigent, and uninsured patients who may not otherwise be able to afford health care via traditional sources. We screen potential employees to first ensure alignment with our core requirements followed by the requisite position skills set. In doing so we need staff committed to this mission who do their best to live and work the characteristics of our core values as we strive to care for ever increasing members of the communities we serve.