Call Center Associate

GREATER NEW BEDFORD COMMUNITY HEALTH CENTER • New Bedford, MA

2d • $20 - $24 • Onsite

About The Position

Call Center Associates are vital to the care provided to patients of the Health Center. They greet callers in a welcoming manner, listen to and identify the reason for each call, and verify the caller or patient's identity. Associates help patients schedule, reschedule, or cancel Adult Medicine appointments; provide information about the Health Center or a provider; and answer appropriate general questions using information in the patient record. Calls that require assistance from others are routed to the appropriate group or employee. Associates follow HIPAA policies, clinical protocols, and procedures to protect patient safety and confidential health information.

This is a full-time position scheduled for 32 hours per week. The stated schedule is Monday, Wednesday, Thursday, and Friday from 8:30 a.m. to 5 p.m., with Tuesday off. The posting lists a high school education level and an hourly salary range of $20.00 to $24.20.

Requirements

• High school diploma or equivalent.
• At least two years of call center or customer service experience.
• Strong customer service skills.
• Ability to recognize patients in distress and take appropriate action.
• Strong verbal, organizational, and interpersonal skills.
• Follow HIPAA policies and procedures and clinical protocols to protect patient safety and protected health information.

Nice To Haves

• Bilingual in English and Spanish; Spanish bilingual ability is preferred.
• Prior experience as a medical secretary or medical assistant.
• Knowledge of electronic health record software.
• One year or more of technical training in a relevant field.
• Two to four years of receptionist experience in a relevant field.

Responsibilities

• Greet callers promptly and in a welcoming manner.
• Listen to callers' needs and identify the reason for their calls.
• Assist patients with scheduling, rescheduling, and cancelling Adult Medicine appointments.
• Answer caller questions when appropriate and in accordance with clinical and HIPAA policies and procedures.
• Route calls to the appropriate group or employee when further assistance is needed.
• Take messages for staff as needed and ensure urgent messages reach staff within five minutes.
• Call the answering service each morning to open the switchboard and check for messages to forward to internal departments.
• Turn over the switchboard to the answering service each evening and verify the transfer by calling the main number.
• Use overhead paging appropriately when staff cannot be reached at their extensions.

What This Job Offers

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