Call Center Representative

The Organization:

Lowell Community Health Center (Lowell CHC) is a community-based health care organization. Our programs have been recognized as national models. With a career at Lowell Community Health Center, you will be joining a dynamic team of passionate and talented people.

SUMMARY:

The Patient Access Representative (PAR) position serves as the primary contact for incoming calls for new and established patients and customers accessing or seeking information about Lowell CHC services.  Pre-registers, schedules appointments and assists with overall patient requests. Works collaboratively with other members of the health center in order to provide superior patient care delivery.  Projects a professional company image through phone interaction.  The Patient Access Representative provides overall call and scheduling support to all of the health center departments. This is a remote position. 

ESSENTIAL DUTIES AND RESPONSIBILITIES: Other job-related duties may be assigned.

• Answer phones in a professional and courteous manner and respond to patient/customer requests as appropriate.
• Schedule, cancel and re-schedule appointments for new and established patients for all visit types and health center departments.
• Accurately gather and input patient demographic information into the practice management system. 
• Transfer calls or respond to requests using various methods of communication such as telephone encounters and /or actions and accurately assigns to the department. 
• Promote, educate and sign up patients on the Patient Portal and respond to patient portal requests in a timely manner using department protocols.
• Respect and maintain privacy and dignity of patients/customers and co-workers, while assuring patient/client confidentiality at all times.
• Assist in making reminder calls and following up with patients as needed regarding appointments. 
• Provides overall excellent customer service to every patient.
• Orient the patient about rights and responsibilities and overall health center services. 
• Use questioning and listening skills that support effective telephone communication.
• Work efficiently both individually and within a team to accomplish required tasks.
• Participate in department meetings and trainings as needed. 
• Other duties may be assigned.

BASIC OR PREFERRED QUALIFICATIONS:

• High school diploma or equivalent
• Minimum of one year’s experience in a customer service related position preferably in a health care setting
• Strong customer service and communication skills
• ability to work effectively in a high call volume environment
• Computer skills necessary
• Ability to utilize appropriate resources to respond to customer inquiries.
• Experience working with diverse communities and understanding of multi-cultural beliefs, practices and cultures is a plus
• Must be able to work independently and with other members of the team, possess excellent written and verbal communication skills, and the ability to type 40 wpm .  
• Must be culturally sensitive, friendly and an empathic listener.  
• Must have excellent problem solving skills, patience, determination, and persistence to solve patient issues and complaints.  
• Must be detail oriented and have the ability to multi-task.  
• Data entry, computer and phone skills are required.  
• Must be able to remain calm and professional in a fast-paced environment.
• Ability to adapt to change and quickly learn new software within a fast-paced medical environment.
• Bilingual in Portugueser required. 

On-site/Remote Work:   Flexible work and remote-friendly 40 hour’s position. The employee may be expected to work on site-part of the week. Daily interaction with other members of the organization and immediate supervisor is expected to included but not limited to phone, video, virtual meetings and training.