Call Center Agent and Way Station Intake Coordinator Back-Up

Unity Care NW•Bellingham, WA

9d•$23 - $27

About The Position

The Call Center Agent and Way Station Intake Coordinator Back-Up is responsible for providing a welcoming and positive telephone experience to incoming callers and supporting the Call Center in meeting service level and quality performance objectives. This position also provides back-up coverage at the Way Station by coordinating clinic appointments and hygiene services, providing reception services, and helping ensure facilities remain clean, safe, and orderly.

Requirements

Knowledge of customer service, call center, and patient scheduling processes and practices, with the ability to effectively engage clients by telephone or in person and provide a welcoming, positive experience.
Skilled in patient registration, demographic updates, insurance verification, and accurate data entry.
Ability to build trust and confidence in patients and clients and remain calm and tactful during stressful situations.
Ability to respond to disruptive behaviors with trauma informed de-escalation techniques and recognize when a caller or client may be in crisis.
Knowledge of janitorial and cleaning methods and procedures, the mixing and proper use of cleaning chemicals, and the effective use of janitorial equipment.
Ability to respond effectively and with sensitivity to underserved and/or unhoused populations and maintain appropriate personal boundaries.
Ability to communicate clearly in writing and verbally with co-workers, patients, clients, and visitors.
Demonstrated proficiency with Electronic Medical Records (EMR), scheduling systems, call handling and queue monitoring software
Familiar with Microsoft Word and Outlook
Keyboarding speed of 40 wpm and data entry skills
Current Basic Life Support (BLS) certification required (we can provide training upon hire if not currently certified)

Nice To Haves

One year of customer service and data entry experience, preferably in a medical or dental office setting, strongly preferred

Responsibilities

Provides exceptional customer service by answering incoming and making outbound calls and scheduling or rescheduling patient appointments.
Responds to patient inquiries by providing complete and accurate information, asks appropriate questions to determine patient needs, and educates callers on clinic policies and procedures.
De-escalates upset callers and directs patients in crisis to appropriate resources.
Accurately documents and routes medical, dental, and behavioral health inquiries, registers new patients in the EMR, and enters, updates, and verifies patient demographic and insurance information.
Supports department performance and quality standards by maintaining timely call resolution and achieving acceptable quality audit scores.
Provides in-person customer service support by welcoming patients and visitors, checking clients in and out, maintaining accurate records, and assisting with other site-based support services as assigned.

Benefits

Medical, dental & vision insurance
401(K) retirement plan with employer match
6 paid holidays
Paid Time Off (108 hours first year, increasing thereafter)
Paid Sick Leave
Other paid leaves including: Bereavement, Jury Duty and Bone Marrow & Organ Transplant
Life/AD&D insurance
Variety of optional insurances including Supplementary Life/AD&D, Short Term and Long Term Disability, Critical Illness, Accident, Travel & Identity Theft Protection
Flexible spending account
Self-funded Health Savings Account on Base Medical Insurance Plan
Employee Assistance Program
Alternative Transportation Incentives
Healthy Living reimbursements
Unique programs including Medical Hardship payroll loans, Employee Referral Bonuses & Will preparation services