Call Center Representative (FT) - Fair Haven Community Health Care (New Haven)

 

Full Job Description:

Fair Haven Community Health Care -

FHCHC is a forward-thinking, dynamic, and exciting community health center that provides care for multiple generations at nearly 80,000 office visits in 17 locations. Overseen by a Board of Directors, the majority of whom are patients themselves, we are proud to offer a wide range of primary and specialty care services, as well as evidence-based patient programs to educate patients in healthy lifestyle choices. As we grow and are able to bring high-quality health care to more areas that need access, we continue to put our patients first in everything we do. The mission of FHCHC is “To improve the health and social well-being of the communities we serve through equitable, high quality, patient-centered care that is culturally responsive.”

For nearly 50 years, we have been a health care leader in our community focused on providing excellent, affordable primary care to all patients, regardless of insurance status or ability to pay. Fair Haven is proud to have a diverse and motivated team of professionals who are constantly seeking ways to enhance and improve the health and well-being of all patients. We believe that everyone should have access to high-quality medical and dental care, regardless of ability to pay.

Job purpose:

The Call Center Representative works closely with patients and clinical professionals while utilizing excellent customer service skills, accurate data entry while professionally managing a high volume of incoming calls in a call center environment. Schedules patient appointments and perform tasks in medical records.

Duties and responsibilities:

The Call Center Representative will effectively triage calls and accurately schedule all new and existing patients with appropriate provider. Typical duties include but are not limited to:

• Schedule, utilize triage referral guidelines and script usage to assist patients who call into the call center
• Answer multi-line telephone system, screen and direct telephone calls to the appropriate person in an efficient manner while utilizing appropriate paging system
• Accurately acquire, confirm and input demographic and insurance information for all patients.
• Perform other related duties as assigned.

Qualifications

High School diploma, or GED is required. An Associate’s degree is highly preferred. Minimum of one to two year relevant work experience in a high volume medical call center highly preferred. The Call Center Representative is the first point of contact for our organization; must be compassionate, highly motivated, organized individual. Electronic appointment scheduling and data entry experience required. Exceptional phone etiquette incorporating strong communication, interpersonal and customer service skills a necessity. Strong critical thinking and problem solving skills with the ability to work as a member of the team to serve patients is a must. Bi-lingual in English and Spanish is required.

Physical Requirements/Work Environment

• Variable 8 hr. shifts between 7am-8pm, including weekends as needed
• Minimal physical effort
• Must be able to operate computer and telephone continuously
• District travel as necessary

Direct reports: None

OSHA Status:

Category III—Low Risk Position

Generally works in an office environment with no exposure to bloodborne pathogens.

Physical requirements:

Physical Demands: Requires walking, bending, sitting, standing, writing, reading, telephone use, data input into computer, pulling medical records,

Mental Demands: Ability to cope with continual changing priorities under potentially stressful conditions

Manual Dexterity Required: Ability to use a keyboard, telephone.

American with Disabilities Requirements:

External and internal applicants, as well as position incumbents who become disabled, must be able to perform the essential job specific functions (listed within each job specific responsibility) either unaided or with the assistance of a reasonable accommodation to be determined by the organization on a case by case basis.

Fair Haven Community Health Care is an Equal Opportunity Employer. FHCHC does not discriminate on the basis of race, religion, color, sex, gender identity, sexual orientation, age, non-disqualifying physical or mental disability, national origin, veteran status or any other basis covered by appropriate law. All employment is decided on the basis of qualifications, merit, and business need.

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