Call Center Representative (Medical Office) - full-time
About The Position
The Call Center Representative is the first point of contact for patients calling Community Health Center of the North Country health centers. The role handles incoming telephone calls and electronic messages, schedules appointments, responds to patient questions, and connects people with appropriate providers and services. The position supports patients in accessing care while creating a welcoming, positive experience, and is suited to someone who enjoys helping others, works well in a fast-paced environment, and is committed to customer service. This is a full-time position based in Canton, NY, with 37.5 scheduled hours per week. Employees work regular, pre-scheduled eight-hour shifts during the call center's operating hours: Monday through Thursday, 6:30 a.m. to 6:00 p.m., and Friday, 6:30 a.m. to 5:00 p.m. The posting states there are no evenings, weekends, or major holidays. Starting pay is $18.39 per hour, paid biweekly.
Requirements
- High school diploma or GED.
- One year of customer service experience.
- Excellent communication, organizational, and multitasking skills.
- Strong computer skills and the ability to navigate multiple systems while speaking with patients.
Nice To Haves
- Associate's degree.
- One year of call center, medical office, or dental office experience.
Responsibilities
- Answer incoming telephone calls, electronic health record messages, and patient portal inquiries promptly and professionally.
- Create a welcoming, positive experience for patients, providers, and community members.
- Respond to general questions about appointments, insurance, co-payments, and the sliding fee scale.
- Maintain patient confidentiality in accordance with HIPAA requirements.
- Schedule appointments using established scheduling protocols.
- Route calls and messages to appropriate clinical or administrative staff.
- Assist patients in accessing providers, medications, and other health care services in a timely manner.
- Confirm appointments through outbound calls as needed.
- Respond appropriately to emergency calls by following established procedures.
- Accurately document patient communications in the electronic health record while speaking with callers.
- Develop a strong understanding of health center services and workflows.
- Participate in patient outreach and customer service initiatives that improve access to care.
- Welcome new patients and help maximize appointment availability.
- Seek assistance when needed to ensure patients receive a high level of service.
- Perform other duties as assigned.
Benefits
- Comprehensive benefits package.
- Paid time off.
- Health insurance.
- Dental insurance.
- Vision insurance.
- Retirement benefits with employer contributions.
- Employer-paid life insurance.
- Ongoing training and opportunity for advancement.
- Supportive team environment.
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
High school or GED
