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 supervising Medical Call Center Receptionists. This is a full-time, on-site position based at the Family Health & Birth Center in Northeast Washington, DC. The Lead Call Center Receptionist supports daily call center operations and patient access while handling calls and balancing leadership duties. Call coverage varies according to business needs, with additional support during peak periods and reduced call coverage during designated administrative time. The position may also require travel to other sites as needed and completion of other tasks as requested by a supervisor.
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 the Internet.
- Ability to work a flexible schedule, including evenings and weekends.
- Ability to travel to other work sites as needed.
- Proof of required vaccinations, including influenza vaccination, subject to applicable reasonable accommodations for religious or medical reasons.
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 and ensuring phone systems function properly; report and escalate issues as needed.
- Verify and update patient demographics, insurance coverage, and eligibility before visits.
- Register new patients in the electronic medical record and collect and scan required documentation, including identification, insurance cards, and intake forms.
- Identify and correct patient account issues, including duplicates, errors, and alerts, and escalate concerns as needed.
- Provide ongoing coaching, training, and real-time support to call center staff to support 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.
- Continue handling calls while balancing leadership duties, adjusting call coverage according to 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 programs (NHSC and DCHPLRP).
- Licensing reimbursement and continuing education unit funding.
- Medical, dental, vision, life, and disability insurance.
- 403(b) retirement plan.
- Leadership development, internal promotions, and career growth opportunities.
- A culture grounded in equity, compassion, and well-being.
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
High school or GED
