Call Center Coordinator

Caring Health Center•Springfield, MA

About The Position

The Call Center Coordinator facilitates telephone operations and patient appointment scheduling at the Health Center. The role receives and routes incoming calls, takes and documents messages using an electronic health record system, refers sick call-ins to clinical nursing staff for triage, and handles general inquiries professionally. The coordinator schedules appointments for returning patients and patients who are deaf or hearing impaired, makes timely reminder calls, and helps ensure patient questions and complaints reach the appropriate member of management. The role may also provide administrative or medical staff with word processing or data-processing support, assist with bilingual interpretation as time permits, and help staff identify or contact external office support services. The coordinator maintains an orderly work area and the confidentiality of Health Center information.

Requirements

High school diploma minimum.
Previous experience with switchboard or reception work in a fast-paced office.
Conversational English skills; able to communicate capably, sensitively, and articulately.
Computer literacy in general word processing and database applications.
Ability to establish and maintain effective working relationships with employees, individuals seeking assistance, and the general public.
Reliable and professional behavior and appearance.

Responsibilities

Receive incoming phone calls, take messages, and forward calls to the appropriate triage nurse, interpreter, outreach staff, or administrative department in a friendly manner.
Refer sick call-ins to clinical nursing staff for triage.
Take and document caller messages as necessary using an electronic health record system.
Facilitate general telephone operations.
Schedule medical appointments for returning patients, recording relevant patient demographic information, visit type, and interpreter needs.
Maintain current knowledge of the time requirements for different visit categories, physician preferences and schedules, and interpretation needs.
Ensure patient inquiries and complaints are relayed to the appropriate member of management.
Handle inquiries about hours, location, programs, patient eligibility, and related topics professionally.
Ask patients about changes to their address, phone number, financial status, or insurance status.
Coordinate and schedule appointments for deaf and hearing-impaired patients.
Make patient reminder calls in a timely fashion.
As time permits, perform computerized word processing or data processing for administrative and medical staff.
As time permits, assist patients or staff with bilingual interpretation.
Assist staff in identifying or contacting external office support services.
Maintain a clean, organized, and orderly work area.
Maintain the confidentiality of all Health Center information.
Perform other duties as required.