What are the responsibilities and job description for the Healthcare Call Center Representative - MARCH 2025 START position at Charles River Community Health?
Healthcare Call Center Representative
CLASSIFICATION / STATUS : Non-Exempt, Full Time (40 hours / week)
IMMEDIATE SUPERVISOR : Site Manager
SUPERVISORY RESPONSIBILITIES : None
SALARY : Band 1 $19 - $25 / hr
FLEXIBLE WORK : Full time, Hybrid / Remote. Must live in the state of Massachusetts
EXPECTED START DATE : March 2025
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 equitable 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. 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- Thursday and Friday 8 : 00am-5pm.
YOUR RESPONSIBILITIES
- Receive inbound and make outbound calls with patients and community members to identify their needs, schedule / reschedule appointments, and / or route calls to appropriate resources.
- Register patients and verify insurance eligibility.
- Maintain Documentation in EMR.
- 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.
- Maintain HIPPA at all times.
- Crossed trained to cover all department needs within 3 months of hire, including check-out.
- 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 issues / concerns.
- Raise issues and make recommendations to management to improve processes and patient experience.
- Perform other duties as assigned by Director of Operations and Site Manager.
YOUR QUALIFICATIONS, COMPETENCIES, TRAITS
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 13,500 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.
Salary : $19 - $25
