Bilingual Call Center Agent I

CVCH•Wenatchee, WA

1d•Onsite

About The Position

The primary job function of the Call Center Agent is to provide a positive first impression through courteous, efficient and effective telephone access to all CVCH services. Routes calls, makes patient appointments, enters patient information in electronic records and provides current and accurate information about all CVCH services.

Requirements

Bilingual English/Spanish Required
Strong interpersonal and communication skills
Analytical and problem-solving abilities
Ability to manage sensitive and confidential information
High School Diploma or equivalent preferred.
One year experience in the medical or business/office field or equivalent education and training preferred.
Experience with call centers and medical reception preferred.

Nice To Haves

Experience with call centers and medical reception preferred.

Responsibilities

Answers calls in an efficient, courteous and prompt manner with the goal of answering every call within 30 seconds or less.
Maintains high quality customer service levels.
Schedules appointments for patients using scheduling protocols and answering scripts.
Enters data in EMR, EDR and other electronic records in accordance with protocol.
Answers questions courteously and efficiently using answer scripts.
Contacts patients with reminder calls and reschedules appointments when providers’ schedules change.
Retains current knowledge of all CVCH Programs.
Directs phone calls to proper destination or takes a message as per protocol.
Assists with administrative tasks as assigned.
Performs other duties and tasks as assigned by supervisor
Start shift on time and meet attendance standards per the FTE assigned in HRIS system.
Follow safety policies and maintain a clean, safe work environment.
Demonstrate sound work ethics, flexibility, and cultural sensitivity
Uphold CVCH’s mission and core values in all interactions.
Comply with CVCH policies, Joint Commission standards, and HIPPA regulations.
Run ad hoc reports as requested.
Participate in internal committees or special projects.
Contribute to internal communications or newsletters.