Call Center Operator

Hawai'i Island Community Health Center•Hilo, HI

13d

About The Position

As a Call Center Operator, you will play a crucial role in ensuring smooth communication within our clinic. Under the general direction of the Director of Patient Services and direct supervision of the Call Center Manager, you will manage a multi-line switchboard, greet callers, answer questions, route calls, and provide professional and courteous customer service.

Requirements

High School graduate or GED certificate with six months to one year of related experience and/or training; OR any equivalent combination of experience, training, and/or education.
Basic knowledge of general office procedures including filing, copying, and faxing.
Ability to use a computer to enter patient data and retrieve information.
Ability to work on multiple tasks within established deadlines.
Ability to work under the direction of a Manager and follow instructions.
Initiative to resolve patient concerns and problems.
Strong communication skills to interact effectively with diverse groups of people, including staff, providers, and patients.
Sensitivity to the multicultural nature of the service area population; may be required to communicate in another language.

Responsibilities

Answer a high volume of inbound calls promptly and courteously.
Screen calls and connect callers to the appropriate departments or individuals.
Provide general information about our programs, functions, and services.
Assist with scheduling, rescheduling, canceling, and confirming clinic appointments.
Forward calls requesting referrals, medication refills, lab test orders, and results to the appropriate departments.
Maintain daily records of patient calls and encounters.
Ensure customer satisfaction by maintaining a positive, empathetic, and professional attitude.
Communicate effectively with callers/patients, actively listening and facilitating access to services or resolution of complaints.
Register new patients and update registration information for existing patients.
Collect and update personal, demographic, health, and insurance information accurately in the patient’s chart.
Follow department protocols in handling difficult, angry, or disruptive callers.
Participate in ongoing customer service, telephone, and software skills training.