Call Center Representative

Esperanza Health Centers offers benefits to all its full-time employees:

BCBS Medical PPO Plans | Ameritas Dental | Eye Med Vision | Tuition Reimbursement up to $5,000 per year | 10 Paid Holidays and 16 Days of Paid Time Off

Compensation (Based on experience and qualifications): $19 - $23/ hour

Schedule: Role will be hybrid; Monday - Friday, will include rotating Saturday's

The Call Center Representative is responsible for providing exceptional customer service to patients by handling inbound and outbound calls and text-messages in a fast-paced, high-volume environment. As a critical member of the care team in a Patient-Centered Medical Home (PCMH) model, the Call Center Representative ensures efficient scheduling, accurate communication of appointment details, and appropriate triaging of patient needs.

Primary Duties and Responsibilities:

• Patient Communication: Answer incoming calls and text-messages promptly, addressing patient inquiries, scheduling appointments, and ensuring all information is accurate and up to date.
• Customer Service: Ensure exceptional customer service to all callers using the principles of customer service set forth in A.I.D.E.T.
• Appointment Scheduling: Utilize the electronic medical record (EMR) system to schedule, reschedule, and cancel appointments according to established protocols, ensuring optimal provider and clinic schedules.
• Patient Registration: Create patient charts in the EMR by obtaining and documenting patient demographics such as name, date of birth, address, phone number, email address, insurance plan information, and other demographic information as necessary.
• Care Coordination: Work closely with care teams to coordinate patient needs, including referrals, follow-ups, and communication with clinical staff.
• Insurance Verification: Verify insurance eligibility and assist patients with basic insurance-related questions.
• Patient Education: Provide patients with information about the services offered, qualifying healthcare benefits programs, and patient portal usage, to promote self-management and access to care.
• Problem Resolution: Resolve patient issues or concerns related to their care, escalating to the appropriate department when necessary.
• Documentation: Accurately document patient interactions and updates in the EMR system following HIPAA and organizational guidelines.
• Compliance: Conduct all duties in accordance with the Privacy Rule under Health Insurance Portability and Accountability Act (HIPAA) regarding the safeguarding of Protected Health Information (PHI). Conform to all HIPAA/HITECH, 42 CFR Part 2, and any applicable state or federal regulations.
• Outbound Calls: Conduct follow-up calls to patients regarding appointment reminders or changes, and other notices as needed.
• Team Collaboration: Work collaboratively with the call center team and other departments to improve patient experience and streamline processes and participate in all team meetings or committees as required.

Esperanza Health Centers is an Equal Opportunity Employer (EOE) according to Title 44, Ill. Administrative Code, and Subpart C Section 750.150.

• Minimum of 1 year of experience in a customer service or call center role, preferably in a healthcare setting.
• High school diploma or equivalent required; some college preferred.
• Bilingual English/Spanish proficiency required.
• Experience with Electronic Medical Records (EMR) system preferred.
• Excellent verbal and written communication skills.
• Ability to manage high call volumes with professionalism and efficiency.
• Proficient in the use of health records system and other call center software.
• Demonstrates commitment to delivering high-quality patient care through excellent customer service.