Call Center Representative (Medical Office) - full-time

UNITED CEREBRAL PALSY ASSOCIATION OF THE NORTH COUNTRY•Town of Canton, NY

1d•Onsite

About The Position

Join a mission-driven team making a difference every day. At Community Health Center of the North Country, our mission is to provide comprehensive, equitable, and accessible high-quality health care to people of all income levels. As a Call Center Representative, you'll often be the first voice our patients hear, helping individuals across our health centers access the care they need while creating a welcoming and positive experience from the very first interaction. Starting Pay: $18.39 per hour (paid biweekly) Schedule: Full-time, 37.5 hours per week. Work schedules fall within our business hours of: Monday-Thursday: 6:30 a.m. - 6:00 p.m. Friday: 6:30 a.m. - 5:00 p.m. No evenings, weekends, or major holidays. Position Summary The Call Center Representative serves as the first point of contact for patients calling any of our health centers. In this role, you'll answer incoming calls and electronic messages, schedule appointments, respond to patient questions, and help connect individuals with the providers and services they need. This position is ideal for someone who enjoys helping others, thrives in a fast-paced environment, and is committed to delivering exceptional customer service.

Requirements

High school diploma or GED.
One year of customer service experience.
Excellent communication, organizational, and multitasking skills.
Strong computer skills with 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

Answering incoming telephone calls, electronic health record messages, and patient portal inquiries promptly and professionally.
Creating a welcoming, positive experience for patients, providers, and community members.
Responding to general questions regarding appointments, insurance, co-payments, and our sliding fee scale.
Maintaining patient confidentiality in accordance with HIPAA requirements.
Scheduling appointments using established scheduling protocols.
Routing calls and messages to the appropriate clinical or administrative staff.
Assisting patients in accessing providers, medications, and other health care services in a timely manner.
Confirming appointments through outbound calls as needed.
Responding appropriately to emergency calls following established procedures.
Accurately documenting patient communications within the electronic health record while speaking with callers.
Developing a strong understanding of our health center services and workflows.
Participating in patient outreach and customer service initiatives that improve access to care.
Welcoming new patients and helping maximize appointment availability.
Seeking assistance when needed to ensure patients receive the highest level of service.
Performing other duties as assigned.