Call Center Coordinator

Caring Health Center•Springfield, MA

2d•Onsite

About The Position

The Call Center Coordinator is responsible for managing all incoming phone calls, scheduling medical appointments, and assisting patients and staff. This role requires excellent communication skills, computer literacy, and the ability to maintain a professional demeanor in a fast-paced environment. The coordinator will also handle patient inquiries, maintain patient records, and ensure the confidentiality of all health center information.

Requirements

High school diploma minimum.
Previous experience with switchboard/reception in a fast-paced office.
Capable, sensitive, and articulate in conversational English.
Computer literacy in general word processing and database applications.
Ability to establish and maintain effective working relationships with other employees, individuals seeking assistance, and the general public.
Reliable and professional in behavior and appearance.

Nice To Haves

Bilingual interpretation skills.

Responsibilities

Receives, takes messages, and forwards all incoming phone calls as appropriate.
Refers sick call-ins to clinical nursing staff for triage.
Takes and documents messages from callers using an electronic health record system.
Facilitates general telephone operations.
Schedules medical appointments for returning patients, noting necessary patient demographic information, type of visit, and interpreter needs.
Maintains current knowledge of time requirements for patient visits, physician preferences and schedules, and interpretation needs.
Handles patient inquiries and complaints, relaying them to the proper management member.
Responds to inquiries regarding hours, location, programs, and patient eligibility.
Inquires about any changes in patient's address, phone, financial, or insurance status.
Coordinates and schedules appointments for the deaf and hearing impaired.
Makes patient reminder calls.
Performs computerized word processing or data processing as time permits.
Assists patients or staff with bilingual interpretation as time permits.
Assists staff in identifying/contacting external office support services.
Maintains work area in a clean, organized, and orderly fashion.
Maintains confidentiality of all health center information.