Call Center Associate

Waikiki Health • Honolulu, HI

4h • $0 - $20 • Onsite

About The Position

Waikiki Health, a nonprofit Federally Qualified Health Center founded in 1967, is seeking a full-time, non-exempt Call Center Associate for its administrative call center team at Pan Am. The role reports directly to the Call Center Manager and handles incoming agency calls from patients, providers, insurance companies, and external partners. The Associate provides accurate, compassionate customer service, manages inquiries, maintains efficient workflows, and routes messages appropriately.

The schedule varies within Monday through Friday, 8:00 a.m. to 5:00 p.m., and is limited to 40 hours per week. The position also requires a half-day Saturday shift from 8:30 a.m. to 12:30 p.m. at least once and no more than twice per month. Pay is $20 per hour, depending on experience and education.

Requirements

• High school graduation or equivalent is mandatory.
• Familiarity with Windows-based programs, including Microsoft Word, Excel, and Outlook.
• Ability to type at least 50 words per minute.
• Experience with commercial phone equipment, including handling holds, transfers, and voicemails.
• Ability to quickly learn systems such as Athena (EMR) and Digium.
• Excellent English verbal and written communication skills.
• Ability to remain calm and speak in low tones under pressure.
• Proof of a TB skin test or chest x-ray is required, with or without reasonable accommodation. Hepatitis B immunization is optional.

Nice To Haves

• One year of experience in a customer service or call center environment is preferred.

Responsibilities

• Answer incoming multi-queue calls continuously throughout the day and provide superior service.
• Verify patient demographics, including primary care provider, address, date of birth, and portal access.
• Use the ATHENA system to schedule or reschedule appointments, verify insurance eligibility, process online payments, and document conversations accurately.
• Submit accurate prescription requests and refill inquiries to internal and external pharmacies.
• Return voicemail messages within 24 hours.
• Route patient cases to the appropriate providers without blind forwarding.
• Maintain patient confidentiality and comply with HIPAA and PHI regulations.
• Perform other duties as assigned.

Benefits

• Employee-only health insurance with 100% of the premium paid once eligible.
• Paid holidays (the posting lists 14 in the Benefits section and 13 in the Perks section).
• Parking included.
• 403(b) retirement plan participation effective within four weeks of employment.
• Matching contributions once eligible, subject to a three-year vesting period.

What This Job Offers

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