Call Center Associate

Call Center Associate 

Founded in 1967, Waikiki Health is a nonprofit, Federally Qualified Health Center (FQHC) that offers a Patient-Centered Medical Home targeting our community’s most vulnerable populations. Our clinical and program sites provide holistic care in welcoming, supportive, and nonjudgmental environments. Waikiki Health’s mission is to provide quality medical and social services that are accessible and affordable for everyone, regardless of ability to pay.  

Our Values   

• We are committed to providing the highest quality care and services to our island community.  
• We believe that respect is the foundation of our interpersonal relationships. 
• We maintain empathy and kindness, treating everyone as ohana. 
• We are creative and flexible in meeting community needs. 
• We will help empower others to reach their highest potential. 
• We are accountable to the community we serve and to each other. 

Waikiki Health is seeking a full-time Call Center Associate 

Pay rate for this role is $18-$20 per hour, based on experience.

Schedule: M-F, 40-hour work week, some Saturdays. 

Benefits  

• Health insurance (Employee only) 100% premium paid once eligible.  
• 13 Paid holidays 
• Parking included
• 403(b) Retirement Plan Participation effective within 4 weeks of employment with matching. 

Perks  

• HOLO Bus Pass benefits 
• BIKI bike rental benefits 
• Company Shirt 

The Call Center Associate (CCA) is part of the administrative call center team and answers all in-coming agency phone calls from patients, insurance providers, referral agencies, medical providers and staff (internal and external), pharmacists (internal and external) and any other inquiry calls directed to the agency including questions directed and transferred to human resources, marketing, development, compliance, billing and finance. The CCA reports to the Call Center Manager and is responsible for providing excellent and accurate customer service in a friendly and professional manner. The CCA helps to maintain efficient workflows as assigned by CC Manager including checking voice mail messages, returning customer calls and confirming primary care provider (PCP) designations 

Duties include but are not limited to: 

• Provides superior customer service to all patients and agency customers and vendors via a multi-queue digital telephone system. 
• Uses the agency ATHENA System and Electronic Medical Records (EMR) system to access patient data, schedule appointments, confirm appointments, re-schedule no-show appointments, perform and document patient COVID-19 screenings, requests for pharmacy refills, patient portal support, patient insurance verification via outside secured database, internal messaging to providers and/or other medical support team, processing online payments, confirm patient balances due, schedule transportation services, coordinate translation services, plus whatever else is required or needed to assist the customer/patient.
• Verifies patient demographics including but not limited to patient address, phone, email, mailing address, DOB, insurance, patient occupation, income verification for sliding fee, plus authorization for texting and/or emailing patient, among other tasks required.
• Maintains clean, presentable, safe, sanitized and clutter-free working area, including cleanliness of common shared areas in the office kitchen and the company refrigerator. 
• Maintains and always upholds patient confidentiality.
• Other duties as assigned include working half-day on Saturday at minimum once a month, at maximum twice per month, within the 40-hour work week schedule.  

Qualifications: 

• High school graduate or equivalent mandatory.
• One year working in a customer service-related job or call center environment preferred.
• Familiarity with common software programs including Microsoft Word, Excel, and Outlook (i.e. Windows-based programs).
• Some experience working with commercial phone equipment including knowledge of how to put a customer on hold, forwarding and transferring calls and voice mail retrievals.

• Ability to quickly learn new computer systems (Athena & Digium). 
• Ability to communicate effectively with patients and customers, vendors and staff members alike.
• Ability to calmly handle stressful in-coming calls politely, professionally and efficiently handling customer requests without raising the volume and/or tone of one’s voice.

Interested candidates should apply through our ADP Workforce Now interface:
https://workforcenow.adp.com/mascsr/default/mdf/recruitment/recruitment.html?cid=1ed99d35-5c23-45ff-858a-e2adb248647d&ccId=19000101_000001&lang=en_US

If the link above is not working, please submit your resume to our Human Resources department at HR@waikikihealth.org. Be sure to include the position title in the email subject line.

*Waikiki Health requires proof of the following immunization; with or without reasonable accommodation: TB skin test or chest x-ray, MMR, Hep B (optional). 

Those requiring assistance are encouraged to reach out to our organization at (808) 922-4787. Visit our website for more information: www.waikikihealth.org  

Waikiki Health is an Equal Opportunity Employer that does not discriminate on the basis of actual or perceived race, color, creed, religion, national origin, ancestry, citizenship status, age, sex or gender (including pregnancy, childbirth and pregnancy-related conditions), gender identity or expression (including transgender status), sexual orientation, marital status, military service and veteran status, physical or mental disability, genetic information, or any other characteristic protected by applicable federal, state or local laws and ordinances.