Medical Call Center Representative

Fenway Health•Boston, MA

6d•$23 - $25

About The Position

Under direct supervision of the Medical Call Center Manager, the Medical Call Center Representative provides patients with access to care by helping meet 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 or takes messages as appropriate. The role uses established workflows and standard work documents to direct callers to the appropriate provider or department, schedule appointments, document requests in the electronic medical record (EMR), and provide updates on referrals and medication refill requests when possible. The representative also identifies and works to resolve issues involving patient satisfaction and patient flow.

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 record systems such as Epic or equivalent.
Willingness to work with a diverse patient population.
Previous customer service experience in a healthcare setting.
Demonstrated ability to work respectfully and effectively with people from a wide range of backgrounds, perspectives, and life experiences, with professionalism, empathy, and cultural awareness, without regard to protected characteristics.

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, determine callers’ needs, and help with requests or transfer calls and take messages as appropriate.
Provide correct and accurate information about Fenway Health services and providers.
Log information about calls when required and maintain detailed, accurate records.
Refer unusual or difficult situations to the supervisor.
Troubleshoot patient needs as a liaison between the patient and health center, working toward resolution within one or two calls.
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 in accordance with established scheduling procedures.
Document caller requests and needs in the EMR and route them to the appropriate team member.
Use standardized workflows to document caller needs and determine how best to respond, including medical advice, prescription, and records requests.
Update patients on referral and medication refill request status whenever possible.