Call Center Agent

Harbor Health Services is an innovative, growing, mission-based organization that lives, serves and collaborates with our community members to achieve our mission to help individuals reach their full potential through access to local, affordable services that promote health. Harbor provides medical, behavioral health, dental, and support services to more than 34,000 patients in Boston, the South Shore, and Cape Cod. Harbor Health also operates two Programs for All-Inclusive Care for the Elderly in Mattapan and Brockton, providing comprehensive healthcare, transportation and social services for more than 450 frail elders who continue to live with dignity and independence in the community and a Woman, Infants and Children (WIC) Nutrition Program. To help further the mission of Harbor, we are looking for a talented Call Center Agent to join our team at the Geiger Gibson Community Health Center in Dorchester. 

Position is hybrid, located at the Geiger Gibson Community Health Center located at 250 Mt. Vernon Street in Dorchester.  Hours are Monday - Friday, 9:00 AM to 5:30 PM, hybrid after fully trained. Our location is easily accessible by MBTA. 

Harbor offers an excellent, comprehensive benefits package including Health, Dental, Vision, Life, & Disability insurance, 403b Savings Plan, Generous Paid Time Off plus 11 additional Holidays and much more! 

Role: 

The Call Center Agent ensures patient access to the practice by answering, screening and processing a high volume of incoming calls to the call center.

Responsibilities: 

• Promptly answers, screens, and processes high volume telephone inquiries with strict adherence to confidentiality agreements, policies and procedures in a professional manner.
• Verifies scheduled appointments, schedules follow up appointments; obtains information from patient requests about referrals, prescription refills and requests for lab results.
• Manages the pre-registration process, ensuring that all data fields are appropriately and accurately completed, timely and accurate data enters patient demographics and insurance information.
• Utilizes centralized scheduling system and software applications to schedule appointments.
• Sends patient communications to the Clinical Team through the EMR on the patient’s behalf as needed.
• Escalates calls to the appropriate staff or Call Center Manager when/as needed.

Requirements:

• High school diploma/GED.
• 1 year of experience in a community health center and/or a professional or business environment, previous Call Center experience desired.
• Excellent customer service and verbal and written communication skills.
• Ability to work as part of a team and independently.
• Computer literate, basic competency in Microsoft Office applications.
• Knowledge of Medical Terminology preferred.
• Bilingual; English/Vietnamese highly desired, English/Spanish, or English/Brazilian Portuguese preferred.
• Ability to work rotating shifts as needed (AM, PM, weekends and holidays).

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or veteran status.