Call Center Representative Level 1 (Temporary)-Spanish

UPHAMS CORNER HEALTH CENTER•Boston, MA

5h•$18 - $25•Onsite

About The Position

The Call Center Representative Level I provides exceptional and consistent customer service to all customers calling UCC‘s Call Center or walking in for services. The Call Center Representative ensures that all callers or walk-ins to UCC experience timely, accurate, and comprehensive service and responses to their inquiries or reason for call/walk-in. The Representative follows all call and walk-in protocols as trained, including appropriate greeting, answering and handling of calls and/or walk-ins, patient identification, demographic, account, and insurance verification, PCP assignment, appointment history review and scheduling protocols, telephone encounter documentation, and accurate and complete data entry and documentation in all computer systems, including the Electronic Medical Record (EMR) system. The Call Center Representative should have the ability to perform all emergency protocols, such as call codes and appropriate use of the overhead emergency paging system, and make patient outreach from assigned work queues, My Chart referrals, after-hours answering service follow up, and reminder calls. The person in this position supports multiple clinical departments, such as Primary Care, Urgent Care, Ob/Gyn, Teen Clinic Specialties, etc. and follows all health center policies and procedures on patient confidentiality/HIPAA and all health center-wide guidelines. UCHC holds a dynamic Call Center team. We have a well-defined Career Ladder that provides room for advancement for those with a willingness to learn, initiative, and leadership. The Call Center Representatives consistently provide exceptional customer service to the patients and other callers. Additionally, this opportunity makes sure that all callers’ experiences are timely, accurate, and comprehensive. This role follows strict protocols to support the health center’s Primary and Urgent Care, Behavioral Health, Eye and Dental Departments in scheduling appointments, taking messages and routing them appropriately. The Call Center supports a high volume of calls and a wide scope of responsibilities, including follow up to the 24/7 answering and nurse triage service. We look forward to hearing from you!

Requirements

High School Diploma
Bilingual language skills (Fluency in English and Spanish required).
Ability to consistently and effectively manage all of the level I (one) tasks for a minimum of 6 months.
Demonstrated ability to effectively manage high volume patient flow situations and use appropriate judgement to request assistance as needed.
Ability to work with persons with disabilities and seniors.
Experience working in a fast-paced, diverse environment.
Experience and demonstrated proficiency in computer systems and PC-based software such as EPIC and Dentrix.
Ability to multitask on two computer systems at the same time.
Experience in Electronic Medical Record and Dental (EMR).
Demonstrated oral and written communication and documentation skills.
Excellent customer service and problem-solving skills.
Excellent organizational skills.
Ability to work effectively within a team.
Exceptional interpersonal skills.

Nice To Haves

Preference for those with call center or strong customer service experience.
Prior call center and health care administrative experience preferred.

Responsibilities

Answer incoming UCC main phone line including patient calls (appointment scheduling, documentation and routing of appropriate calls such as refill requests), operator calls, and paging.
Administratively triage patients presenting with an urgent need for an appointment and interface with the Triage Nurse and/or Urgent Care clinical staff on scheduling an Urgent Care, Same Day appointment, or transfer to a nurse regarding advice to go to the Emergency Room, discharge planning and/or critical results.
Handle appointment scheduling including knowledge/competence in all resources and scheduling protocols to assist patients and staff in appropriately scheduling patient appointments with providers.
Make outbound calls to patients based on the Re-schedule and appropriately re-schedule the patients as directed.
Make manual reminder calls as directed.
Welcome, greet and appropriately direct all patients and other customers walking into UCC Lobby.
Maintain knowledge/competence in UCC Emergency Codes and process, including use of Emergency Button.
Manage patient requests for free transportation through Boston Medical Center (BMC), specifically Uber.
Accurately and completely check patients in and out of OCHIN and other systems following all protocols.
Manage cash collection following all protocols.
Must be willing to work evenings, Saturdays, and/or Holidays.
Become cross-trained to cover other duties as needed.
Attend staff meetings.
Interpret for patients as requested.
Perform other duties as needed.
Coordinate all Telephone/Scheduling assignments with the assigned Telephone/Scheduling Staff and the Call Center Supervisor/Manager.