Lead Call Center Receptionist
About The Position
Community of Hope is seeking a Lead Call Center Receptionist to oversee and implement efficient phone coverage, schedule management, and responsive patient support in the call center. The role also assists with supervision of Medical Call Center Receptionists and supports the Call Center Manager with daily operations. This is a full-time, on-site position based at the Family Health & Birth Center in Northeast Washington, DC. Call coverage varies according to business needs, with greater coverage during peak periods and reduced coverage during designated administrative time. The role may require travel to other sites as needed.
Requirements
- High school diploma or GED.
- At least one year of experience as a Medical Receptionist.
- Strong customer service skills.
- Strong organizational skills and commitment to working in a professional environment.
- Strong computer skills, including MS Word, MS Excel, MS Outlook, and Internet use.
- Ability to work a flexible schedule, including evenings and weekends.
- Ability to travel to other work sites as needed.
- Proof of required vaccinations, including but not limited to flu vaccination; reasonable accommodation requests for religious or medical reasons are considered subject to applicable law.
Nice To Haves
- Bilingual in English and Spanish or Amharic.
- Experience with an Electronic Medical Record.
Responsibilities
- Answer and screen incoming calls promptly, schedule and manage appointments, and route messages appropriately.
- Help ensure optimal call center productivity and patient access to care.
- Assist the Call Center Manager in overseeing daily operations, ensuring phone systems function properly, and reporting or escalating issues as needed.
- Verify and update patient demographics, insurance coverage, and eligibility before visits.
- Register new patients in the electronic medical record (EMR), collecting and scanning required documentation such as identification, insurance cards, and intake forms.
- Identify and correct patient account issues, including duplicates, errors, and alerts, and escalate concerns when needed.
- Provide ongoing coaching, training, and real-time support to call center staff to maintain high performance and service quality.
- Communicate updates, process changes, and expectations between management and staff.
- Delegate tasks, prioritize team workload, and ensure deadlines and service goals are met.
- Handle calls while balancing leadership duties, with coverage varying based on business needs.
- Complete other tasks as requested by the supervisor.
Benefits
- Eight-hour workdays with paid lunch.
- Three weeks of vacation, with an additional week after two years.
- Two weeks of sick leave.
- 11.5 paid holidays and one personal floating holiday annually.
- Annual performance-based raises of up to 5% of annual pay.
- Tuition reimbursement and loan repayment through NHSC and DCHPLRP.
- Licensing reimbursement and CEU funding.
- Medical, dental, vision, life, and disability insurance.
- 403(b) retirement plan.
- Leadership development, internal promotions, and career growth opportunities.
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
High school or GED
