Call Center Associate

Waikiki Health • Honolulu, HI

78d • $18 - $20

About The Position

Waikiki Health is seeking a full-time Call Center Associate (CCA) who will be part of the administrative call center team. The CCA will answer all incoming agency phone calls from patients, insurance providers, referral agencies, medical providers, staff (internal and external), and pharmacists. The CCA is responsible for providing excellent and accurate customer service in a friendly and professional manner, helping to maintain efficient workflows as assigned by the Call Center Manager. This includes checking voice mail messages, returning customer calls, and confirming primary care provider (PCP) designations.

Requirements

• High school graduate or equivalent mandatory.
• One year working in a customer service-related job or call center environment preferred.
• Familiarity with common software programs including Microsoft Word, Excel, and Outlook (i.e. Windows-based programs).
• Some experience working with commercial phone equipment including knowledge of how to put a customer on hold, forwarding and transferring calls and voice mail retrievals.
• Ability to quickly learn new computer systems (Athena & Digium).
• Ability to communicate effectively with patients and customers, vendors and staff members alike.
• Ability to calmly handle stressful incoming calls politely, professionally and efficiently handling customer requests without raising the volume and/or tone of one’s voice.

Responsibilities

• Provides superior customer service to all patients and agency customers and vendors via a multi-queue digital telephone system.
• Uses the agency ATHENA System and Electronic Medical Records (EMR) system to access patient data, schedule appointments, confirm appointments, re-schedule no-show appointments, perform and document patient COVID-19 screenings, requests for pharmacy refills, patient portal support, patient insurance verification via outside secured database, internal messaging to providers and/or other medical support team, processing online payments, confirm patient balances due, schedule transportation services, coordinate translation services, plus whatever else is required or needed to assist the customer/patient.
• Verifies patient demographics including but not limited to patient address, phone, email, mailing address, DOB, insurance, patient occupation, income verification for sliding fee, plus authorization for texting and/or emailing patient, among other tasks required.
• Maintains clean, presentable, safe, sanitized and clutter-free working area, including cleanliness of common shared areas in the office kitchen and the company refrigerator.
• Maintains and always upholds patient confidentiality.
• Other duties as assigned include working half-day on Saturday at minimum once a month, at maximum twice per month, within the 40-hour work week schedule.

Benefits

• Health insurance (Employee only) 100% premium paid once eligible.
• 13 Paid holidays.
• Parking included.
• 403(b) Retirement Plan Participation effective within 4 weeks of employment with matching.
• HOLO Bus Pass benefits.
• BIKI bike rental benefits.
• Company Shirt.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED