Call Center Specialist - Bilingual Required - Full Time - New Britain

  • Community Health Center, Inc. (CHC)
  • New Britain, CT, USA
  • Oct 25, 2017
Customer Service

Job Description


Community Health Center, Inc. (CHC)

Job ID 2017-5743
# of Openings 1
Job Locations US-CT-New Britain
Posted Date 7/10/2017
Category Patient Services/Reception and Call Center


More information about this job:

Overview:
If you are ready for a satisfying and rewarding career, join our team of diverse and motivated professionals at Community Health Center, Inc. (CHC). CHC is one of the country's most creative and dynamic providers of primary medical, dental and mental health services to the uninsured and underinsured. CHC is building a world class primary health care system that is committed to caring for special populations, and that is focused on improving health outcomes for our patients as well as building healthy communities. We are one of the leading health-care providers in the state of Connecticut, providing comprehensive primary care services in medicine, dentistry, and behavioral health. With more than 130,000 active patients, CHC is the health care home that works to keep our patients-and our communities-healthy. We go beyond the traditional health services to bring care wherever our patients and clients are, using innovative service delivery models and state of the art technology. We use the latest treatments and technologies within the Patient-Centered Medical Home Model (PCMH) to care for our growing patient base.

Responsibilities:
The Call Center Specialist position involves providing consistent, quality customer service to both internal staff members and external patients. The Call Center Specialist will actively manage each call by taking ownership of it to enhance the customer experience and build relationships. The Call Center Specialist will listen to the patient's request and take appropriate action to respond to it, including, but not limited to the scheduling of appointments, the electronic transmission of messages to the clinical team, and the answering of questions regarding medication refills. In managing these requests, the Call Center Specialist will exemplify the highest level of customer service with a focus on efficiency and quality. The Call Center Specialist will consistently demonstrate proficient data entry skills, knowledge of insurance billing, while maintaining confidentiality. It is essential that they demonstrate efforts to maintain and improve job specific competencies, and perform other duties as assigned.

ROLE AND RESPONSIBILITIES
  • Answers and coordinates phone calls including
    • Script usage
    • Language Line
    • Paging system
    • Transferring calls
  • ATC queue
  • Patient Account queue
    • Nurse Triage queue
      • Appropriately Recording Telephone encounters via ECW system
  • Obtain Medical release as needed for patient requested forms
  • Confirm appointments with patients
  • Verify insurances
  • Complete knowledge of eCw including:
    • Updating pharmacy information for patients
    • Faxing info from eCw
    • Managing Recalls via eCw
    • Obtain and Scan required documents into eCw
  • Complete knowledge of Centricity including:
    • Register Patient in with all required fields
    • Update patient information
    • Print profiles, Schedules, and recall lists
    • Place patients on recall list, take patients off, and attach appointments
  • Patient Schedules
    • Respond appropriately to agitated patients
    • Review Schedules daily to ensure accuracy and fill appointment opportunities
  • May perform other duties and responsibilities as necessary
QUALIFICATIONS
Required Skills and Education
  • Associates degree required. Internal candidates - commensurate work experience may be substituted for education.Healthcare experience in Medical, Dental, or Behavioral Health
    • Experience in a Call Center or other busy phone system
    • Electronic appointment scheduling experience
    • Strong customer service experience
    • Excellent Verbal communication skills
    • Proven ability to Multi Task
    • Problem Solving and critical thinking skills a plus
    • Bilingual Required (Spanish)
PHYSICAL REQUIREMENTS/WORK ENVIRONMENT
  • Hours will vary; our schedules range Monday-Friday from 7am-7pm and Saturdays.
  • Minimal physical effort. Must be able to operate computer and telephone continuously. Regular regional travel as necessary.


Qualifications:
Languages
SPANISH

Education
Associates (Required)

Community Health Center, Inc. is an Equal Opportunity Employer. We provide competitive salaries and comprehensive benefits including medical/dental plans, tuition reimbursement, short term/long term disability coverage, 403b plan with discretionary company match/contribution, flexible spending plans, group life insurance coverage, Employee Assistance Program, classroom based/on-line computer skill development resources and more! Please note that completion of a background check, receipt of proof of eligibility to work in the United States, and completion of all requirements of our Infection Control policy will be required prior to working at Community Health Center, Inc.

If you experience any technical difficulties with this webpage, please contact the Human Resources Department at 203/237-2229 ext. 6882.

PI99920688

Salary

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