Contact Center Specialist

Neighborhood Health•Nashville, TN

About The Position

Neighborhood Health is an innovative network of 11 community health centers in Nashville, Gallatin, and Lebanon, Tennessee. We provide comprehensive primary care, integrated behavioral health, and dental services to almost 30,000 patients. Our patients primarily include immigrants, residents of public housing, individuals experiencing homelessness, and persons living with addiction. As a federally qualified health center, we provide care without regard to health insurance or a patient’s ability to pay. We also strive to improve our Patient Centered Medical Home model to ensure all patients get the right high-quality care, at the right place and the right time. Nature of Position: The Contact Center Representative (CCR) works closely with patients to schedule appointments for primary and preventative care at each of UNHS’ clinics. CCRs navigate each provider’s schedule and place appointments in the most efficient time slot. CCRs are responsible for the work flow of each schedule. CCRs must make every effort, while remaining within the scope of their position, to resolve patient needs before diverting them. CCRs must multi-task and may be assigned a specific range of duties by their supervisor to improve efficiency and assure quality of patient care.

Requirements

High School diploma or GED
proficiency in relevant computer applications
knowledge of customer service principles and practices
knowledge of contact center telephony and technology
six months or more experience in a contact center environment preferred
medical and/or dental customer service and scheduling experience
experience in data entry/keyboarding skills
knowledge of administration and clerical processes
experience in NextGen preferred

Nice To Haves

Bilingual English/Spanish, preferred

Responsibilities

answer contacts with a warm and professional demeanor
respond to customer inquiries
deliver prepared scripts to persuade potential patients to schedule appointments for appropriate UNHS services
obtain customer information
receive and route customer complaints
provide customers with service information and clinic locations
enter customer information and schedule appointments in NextGen
process support staff and provider messages via NextGen and assign tasks as needed
identify priority and emerging issues
route contacts to appropriate resources
follow up customer and other outside contacts
maintain and complete contact logs of all telephone interactions, appointments scheduled and account information
produce contact reports
process medical record requests in a timely manner
scan medical records and other patient information into NextGen
maintain HIPAA compliance
other tasks as assigned