Call Center Coordinator

Caring Health Center•Springfield, MA

About The Position

The Call Center Coordinator facilitates telephone operations and patient appointment scheduling in a fast-paced health center. The role receives and routes incoming calls, takes and documents messages in an electronic health record system, refers sick call-ins to clinical nursing staff for triage, and responds professionally to general inquiries and patient concerns. The coordinator schedules appointments for returning patients, accounts for visit types and interpreter needs, maintains knowledge of provider schedules and appointment durations, and makes timely patient reminder calls. The position may also assist with word processing, data processing, bilingual interpretation, and contacting external office support services. The coordinator maintains an organized work area and protects the confidentiality of health center information. This is a non-exempt position reporting to the Front Office Operations Manager. Salary range: $19.23–$24 per hour.

Requirements

High school diploma at minimum.
Previous experience with switchboard or reception work in a fast-paced office.
Ability to communicate capably, sensitively, and articulately in conversational English.
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 and forward them appropriately, including to triage nurses, interpreters, outreach, or administrative departments.
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 necessary demographic information, visit type, and interpreter needs.
Maintain current knowledge of appointment time requirements, physician preferences and schedules, and interpretation needs.
Relay patient inquiries and complaints to the appropriate member of management.
Handle inquiries about hours, location, programs, and patient eligibility 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.