Call Center Specialist

Job description

About us

Hope Health is a faith based, not for profit Federally Qualified Healthcare Center. We care for the whole person by providing quality, patient-centered healthcare that is affordable for those we serve in our community.

General Summary

The Call Center Specialist is responsible for receiving inbound calls for patients wanting to schedule, change, and cancel appointments as well as making outbound calls to patients, educating them on the importance of keeping scheduled appointments and assisting them in committing to the visit. Cross-trained to answer inbound general information request and route to the correct staff members. Acts as a member of the Care Team, works collaboratively with clinical and non-clinical staff and is responsible for assisting in the promotion of the health and well-being of a panel of patients.

DUTIES & RESPONSIBILITIES

• Responsible for making multiple attempts via outbound calls to patients, within 1-2 days of scheduled appointments, discussing importance in making the visit and assisting patients with the commitment process.
• Perform data entry, making necessary updates to patient information, demographics and insurance information, using an electronic practice management system (Micro MD EPM)
• Assist with inbound calls in relation to general questions or appointment scheduling.

KNOWLEDGE, SKILLS & ABILITIES

• Working knowledge of the Electronic Practice Management systems to include scheduling and general billing functions
• Ability to anticipate needs and follow through with internal and external customers
• Exceptional customer service skills, awareness, and phone etiquette
• Answers the telephone and speak with patients in a patient-centered and professional manner according to Hope service standards
• Demonstrates the ability to work with people from diverse socio-economic backgrounds
• Responsible for working as a team player by communicating, participating and identifying needs for performance improvement and quality outcomes
• Ability to work extended hours
• Skill in both verbal and written communication.

Job Type: Full-time

Expected hours: 40 per week

Benefits:

• 401(k)
• Dental insurance
• Disability insurance
• Health insurance
• Life insurance
• Paid time off
• Vision insurance

Schedule:

• 8 hour shift
• Monday to Friday

Education:

• High school or equivalent (Required)

Experience:

• Call center: 1 year (Required)
• Appointment scheduling: 1 year (Preferred)

Language:

• Spanish (Required)

Work Location: In person