Medical Call Center Representative

Fenway Health•Boston, MA

About The Position

Under the direct supervision of the Medical Call Center Manager, the Medical Call Center Representative helps patients access care by addressing their needs, preferences, and expectations for care, information, and support throughout their care journey. As one of the first points of contact with the health center, the representative answers calls from patients and other health care facilities and providers, identifies callers’ needs, and responds directly or transfers calls and takes messages as appropriate. The representative uses established workflows to determine the best way to assist callers, such as identifying the appropriate provider or department, scheduling appointments, documenting requests in the electronic medical record (EMR), and providing updates on referrals and medication refill requests when possible. The role also involves proactively identifying and resolving issues related to patient satisfaction and patient flow. The representative provides professional, welcoming service; maintains accurate call and patient-request records; follows established appointment scheduling and documentation procedures; and serves as a liaison between patients and the health center. Patient confidentiality must be maintained at all times. This is a union position in a Fenway Health bargaining unit represented by 1199 SEIU United Healthcare Workers East.

Requirements

High school graduate or equivalent.
At least one year of experience in a healthcare setting.
Ability to communicate in a professional and appropriate manner.
Strong technical proficiency with Microsoft Outlook, Excel, and Word; scheduling software; and electronic medical records systems such as Epic or equivalent.
Willingness to work with a diverse patient population.
Previous customer service experience in a healthcare setting.
Ability to work respectfully and effectively with people from a wide range of backgrounds, perspectives, and life experiences, demonstrating professionalism, empathy, and cultural awareness.

Nice To Haves

Strong problem-solving and complex patient management skills.
Bilingual English/Spanish.

Responsibilities

Provide excellent customer service and greet each client in a warm, welcoming, and professional manner.
Answer calls from patients and other health care facilities or providers, identify caller needs, and assist directly, transfer calls, or take messages as appropriate.
Log information about calls when required to maintain detailed and accurate records.
Provide accurate information about Fenway Health services and providers.
Refer unusual or difficult situations to a supervisor.
Act as a liaison between patients and the health center, troubleshooting patient needs to achieve a one- to two-call resolution.
Maintain patient confidentiality at all times.
Establish and maintain effective working relationships with coworkers, supervisors, and the general public.
Schedule appointments according to established procedures, patient needs, and provider availability.
Book, cancel, and reschedule appointments following established scheduling procedures.
Document caller requests and needs in the EMR and route them to the appropriate team member.
Use standardized workflows to determine how best to address caller requests, including medical advice, prescription, and records requests.
Proactively identify and work to resolve issues involving patient satisfaction and patient flow.
Update patients on the status of referrals and medication refill requests whenever possible.