What are the responsibilities and job description for the CALL CENTER REPRESENTATIVE position at LOWELL COMMUNITY HEALTH CTR.?
Description
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 :
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.
Requirements
Lowell Community Health Center (Lowell CHC) is a diverse, community-based health care organization. Our programs have been recognized as national models and LCHC was named one of the top five health centers in the nation for excellence in cultural competency. 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.
BASIC OR PREFERRED QUALIFICATIONS :
The Patient Access Representative will possess the following attributes :
WORKING REMOTELY : The following is required for remote positions :
