Call Center Representative - Onsite

Advance Community Health•Raleigh, NC

5h•Onsite

About The Position

Advance Community Health is a Federally Qualified Healthcare Center in North Carolina serving Wake & Franklin Counties for 53 years, delivering quality, compassionate primary health care to our communities. We are a model of affordable health care and a trusted partner, building healthy communities, one patient at a time. Advance Community Health is seeking an enthusiastic Customer Service Representative to provide quality customer service to all internal and external customers by handling patient requests, general inquiries, questions, and complaints via telephone. Under the direction of the Call Center Manager, the Call Center Representative is also responsible for providing quality customer service to all patients and coworkers. This position will serve on teams to provide quality and patient-focused healthcare. Individuals with experience in call center, telemarketing, high-volume sales, or the customer service industry would be a good fit for this role.

Requirements

Minimum of High school Diploma or GED.
Customer service or inbound call center experience required.
Strong computer skills with knowledge of Microsoft Word, Excel.
Sound technical skills, analytical ability, good judgment, and strong operational focus.
Experience multi-tasking while providing quality customer service.
Excellent communication skills – Clear and concise verbal communication, active listening and ability to articulate information effectively.
Great problem-solving skills – Will identify the root cause of patient issues and find appropriate solutions.
Customer Service orientation- Must possess strong empathy and ability to handle patient concerns with respect, patience and professionalism. Maintain composure under pressure and effectively manage difficult patient interactions.

Nice To Haves

Healthcare experience other relevant industry experience strongly preferred.
EPIC EHR system experience preferred.

Responsibilities

Answer Calls Professionally.
Display good verbal and oral communication skills - fast and correct typing, ability to create grammatically correct notes with minimal spelling errors.
Ability to manage difficult patient situations.
Ability to treat people with respect under all circumstances.
Process all patient inquiries, messages, and requests promptly, efficiently and in a professional manner, while practicing patient confidentiality.
Reschedule doctor’s appointments when needed.
Obtain, verify, and input all information accurately; record detailed and accurate phone notes; and route messages to the appropriate clinical staff and/or Provider.
Identify and escalate priority issues.
Route calls to appropriate resource.