Call Center Representative

Finger Lakes Community Health•Geneva, NY

24d

About The Position

Finger Lakes Community Health (FLCH) was founded in 1989 with an original mission of serving the region's agricultural workers by linking individuals to area resources and providing essential health services. In 2009 the organization expanded to become a Federally Qualified Health Center (FQHC), serving patients of all incomes, ethnicities, and walks of life. Over the last decade, FLCH has grown to provide medical, dental, and behavioral health services to over 28,000 patients at eight health centers. With over 200 employees we strive to provide high-quality and innovative health care services to the Finger Lakes Region. The Call Center Representative is responsible for answering incoming calls, scheduling appointments, handling patient inquiries, and providing customer service in a healthcare environment. This position plays a vital part in ensuring seamless communication between patients and the facility while supporting the healthcare team in delivering efficient and high-quality primary care services.

Requirements

Highschool Diploma or GED
A valid government-issued photo identification document is required.
The ability to work flexible hours -- some evenings are required

Nice To Haves

Customer service experience preferred, but not required

Responsibilities

Patient Appointment Scheduling Schedule patient appointments accurately in accordance with office policies.
Obtain and verify patient demographics, insurance, and medical history.
Update patient information in the electronic health records (EHR) system as needed.
Follow-up on missed or rescheduled appointments.
Contact patients directly to schedule appointments and provide information as directed by provider, telephone encounters, actions, or call center management.
Caller Inquiry Handling Triage incoming calls to determine the appropriate level of urgency and direct them accordingly.
Address caller questions regarding available healthcare services, insurance, policies, and procedures.
Route calls to the appropriate department or healthcare provider as necessary.
Resolve patient concerns or escalate them to the proper team member for resolution.
Call Quality Control Document call interactions for quality control and follow-up purposes.
Review call center metrics with department to identify areas of concern or improvement needed.
Documentation Maintain comprehensive record of caller interactions through telephone encounters, actions, and referrals in the electronic health record system.
Address telephone encounters and actions in the electronic health record system in accordance with Finger Lakes Community Health policies and procedures.
Other Duties Perform other related duties as assigned by the supervisor.