CALL CENTER REPRESENTATIVE

FAMILY CARE HEALTH CENTERS•St. Louis, MO

18h

About The Position

Acts as a member of the Operations Team in the role of Call Center Representative. This role involves receiving and answering incoming telephone calls promptly and professionally, scheduling patient appointments using electronic health record (EHR) systems, and creating detailed tasks/messages for medical staff. The representative will also reschedule appointments, cancel provider schedules, orient new staff to the telephone system, manage care gap lists, and make outbound calls to schedule appointments for specific patient populations. Additionally, they will provide accurate information about medical procedures, clinic hours, and provider availability, handle urgent calls, escalate issues as needed, and maintain patient confidentiality in compliance with HIPAA regulations. Other duties may be assigned.

Requirements

High School Diploma or G.E.D. equivalent required.
One (1) year medical office work experience or equivalent required.
Must possess excellent computer, communication and customer service skills.
Must possess excellent organizational skills and attention to detail.

Nice To Haves

Ability to type 40 WPM preferred.
Knowledge of medical terminology preferred.
Bi-lingual speaking skills a plus.

Responsibilities

Receive and answer all incoming telephone calls promptly and professionally.
Schedule patient appointments utilizing electronic health record (EHR) systems and create detailed tasks/messages for appropriate medical staff.
Reschedule patient appointments and cancel provider schedules as needed.
Orient new staff to the telephone system.
Monitor cancellations and reschedule appointments as necessary.
Manage care gap lists and outbound calls, schedule appointments for specific patient populations at the direction of clinical staff.
Provide accurate information about medical procedures, clinic hours, and provider availability.
Handle urgent calls and escalate issues to appropriate medical staff when necessary.
Maintain patient confidentiality and comply with HIPAA regulations.
Performs other duties as assigned.