Call Center Agent - Healthcare

Bedford Stuyvesant Family Health Center•Brooklyn, NY

1d•Onsite

About The Position

The Bedford-Stuyvesant Family Health Center (BSFHC) is a Federally Qualified Health Center (FQHC) that serves all of the primary health care needs of families in the heart of North and Central Brooklyn. Our mission is to provide the most professional, courteous and highest quality health care, with dignity, to those we serve, especially the undeserved population, without regard for ability to pay. We are seeking Call Center Agent to join our team! Applicants must have strong interpersonal skills and a focus on quality patient care. Ideal candidates should be reliable, energetic, self-motivated, warm, upbeat and well-spoken. Candidates must have the ability to handle difficult situations with a smile, be able to give our patients the care and attention they deserve, be an energetic team player and be able to communicate effectively and multi-task. This role will be primarily working in the call center; however, the team members will be cross trained to work at the front desk if needed.

Requirements

Previous healthcare experience, including proficiency with EMR systems, required.
A great communicator with a friendly, professional phone presence.
Detail-oriented and organized — ability to handle multiple calls and tasks with ease.
A team player who thrives in a supportive, fast-paced environment.
High School Diploma or Equivalent required.

Nice To Haves

Previous experience with call centers and healthcare services a plus.
Experience with electronic medical records (EMR/EHR) preferred.

Responsibilities

Be the helpful guide who serves as initial point of contact through our call center to register all new patients and direct current patients - utilizing skills of tact, compassion, and confidentiality in a professional manner.
Manage high volume calls from patients requiring scheduling of appointments/rescheduling of appointments and provide / gather information needed to the right designated individuals.
Strive for first call resolution, working to resolve member and provider issues as the point of contact.
Transfer of calls ensuring patients are connected to the department/individual before releasing calls.
Utilize dual monitors and leverage computer-based resources to find answers to customer questions.
Detail and gather information/notes taker to provide and relay message to the department/designated individual.
Creates, updates, and accesses confidential patients’ data in EMR with a high level of confidentiality and accuracy.
Facilitates the appointment process by gathering necessary demographic, referral source and clinical information, ensuring complete and accurate documentation.
Observes telephone flow; offering or requesting assistance as needed.
Communicates with all departments effectively and efficiently to minimize wait times while providing high quality customer service.
All other duties as assigned by the manager.