What are the responsibilities and job description for the Call Center Rep- Spanish Speaking (Healthcare) position at Lowell Community Health Center?
Company Description
Based in the heart of downtown Lowell, Lowell Community Health Center is currently seeking a Spanish-Speaking Call Center Representative. The Health Center is a diverse, community-based health care organization with non-profit 501(c)(3) status. Lowell Community Health Center programs have been recognized as national models. The Health Center was also named one of the top five health centers in the nation for excellence in cultural competency. Having expanding and relocated to a new state-of-the-art facility as of January 2013, the Health Center has about 400 employees and over 62% of staff are bilingual.
Job Description
The Call Center Representative serves as the primary contact for patients and other customers and clients attempting to schedule an appointment, reach their provider or clinician, reach LCHC services and programs, and ask general questions about Lowell Community Health Center (LCHC). Project a professional company image through phone interaction. Call Center efforts will be coordinated with all departments including Family Practice and Prenatal Services, Women’s Services, HIV Counseling and Testing, Inpatient and Outpatient Substance Abuse Services, Adult and Pediatric Medical Services, Nutrition and Health Promotion Programs. Responsibilities include, but are not limited to:
Making appointments that patients request such as follow-ups, physicals, sick visits, nurse appointments, medication and health benefits appointments; Identify, research and resolve caller’s issues using the computer system, and by bringing issues to call center coordinator; Complete call logs and reports; Perform welcome calls and document in the tracking of database; When required by Call Center Coordinator, prepare all necessary reports and updates.
Qualifications
A high school diploma, or equivalent is required; 2 years of progressive experience in call center environment and/or medical related field; Strong customer service and communication skills; ability to diffuse and resolve problematic situations; Ability to work effectively in high call volume environment; Computer skills necessary; Ability to fax and use via-email. Ability to utilize appropriate resource to respond to customer inquiries including questions/concerns about enrollment, eligibility, ID cards, clinic changes demographics changes, benefit coverage.
Bilingual English/Spanish required.
Some evenings and Saturdays required.
Additional Information
Lowell Community Health Center is an Equal Opportunity Employer. We are proud not only of being one of Lowell's largest primary care providers, but of our history serving the community. For over 40 years, Lowell Community Health Center has been offering quality, caring, and culturally appropriate health care services to the people of Greater Lowell, Massachusetts.
