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Call Center Appointment Specialist

2 months ago

New Haven, United States Fair Haven Community Health Care Full time
Job DescriptionJob Description

Fair Haven Community Health Care 

FHCHC is a forward-thinking, dynamic, and exciting community health center that provides care for multiple generations at nearly 140,000 office visits in 20 locations. Overseen by a Board of Directors, the majority of whom are patients themselves, we are proud to offer a wide range of primary and specialty care services, as well as evidence-based patient programs to educate patients in healthy lifestyle choices. As we grow and are able to bring high-quality health care to more areas that need access, we continue to put our patients first in everything we do. The mission of FHCHC is “To improve the health and social well-being of the communities we serve through equitable, high quality, patient-centered care that is culturally responsive.”

For over 50 years, we have been a health care leader in our community focused on providing excellent, affordable primary care to all patients, regardless of insurance status or ability to pay. Fair Haven is proud to have a diverse and motivated team of professionals who are constantly seeking ways to enhance and improve the health and well-being of all patients. We believe that everyone should have access to high-quality medical and dental care, regardless of ability to pay.

Job purpose

Working collaboratively within the healthcare team, specializing in comprehensive support across all aspects of scheduling at FHCHC, the Call Center Appointment Specialist manages incoming and outgoing appointment requests to engage patients in care and maintain continuity of care.

Duties and responsibilities

Reporting to the Director of Medical Operations, the Call Center Appointment Specialist manages incoming appointment requests via phone, email, or online portal within Epic. Typical duties include but are not limited to:

  • Coordinate patient rescheduling due to provider call outs.
  • Accurately schedule appointments based on resource availability and scheduling guidelines.
  • Manage patient recall, cancellation, and no-show reports, and schedule all future appointments.
  • Ensure all daily tasks are undertaken to facilitate downtime procedures.
  • Communicate with patients regarding appointments and related information through letters, electronic communications, and other means.
  • Enter appointment-related documentation into electronic charts, including registration updates.
  • Continuously assess daily schedules to ensure optimal appointment scheduling and capacity utilization.
  • Serve as the point of contact for return calls from Triage Nurses, after hours services, or clinicians for same-day or time-specific appointments.
  • Liaise with assigned clinical team members to resolve patient and scheduling issues.
  • Alternate between evening and weekend shifts to ensure departmental coverage, and provide backup for the Medical Template Specialist as required.
  • Assist the Call Center at high peak times or as requested by the call center supervisor.
  • Attend departmental meetings as assigned.
  • Perform other duties as necessary.

Qualifications

High School diploma or GED, along with at least 6 months of experience in a medical facility involving scheduling required. Proficiency in data entry and computer usage; excellent oral and written communication skills in English; bilingual in English and Spanish also required. Strong interpersonal skills and telephone etiquette are essential.

Direct Reports

None

 

OSHA Status

Category III—Low Risk Position

Generally works in an office environment with no exposure to bloodborne pathogens

Physical requirements

Physical Demands: Requires walking, bending, sitting, standing, writing, reading, telephone use, data input into computer, pulling medical records, Mental Demands: Ability to cope with continual changing priorities under potentially stressful conditions.Manual Dexterity Required:  Ability to use a keyboard, telephone.

American with Disabilities Requirements:

External and internal applicants, as well as position incumbents who become disabled, must be able to perform the essential job specific functions (listed within each job specific responsibility) either unaided or with the assistance of a reasonable accommodation to be determined by the organization on a case by case basis.

Fair Haven Community Health Care is an Equal Opportunity Employer. FHCHC does not discriminate on the basis of race, religion, color, sex, gender identity, sexual orientation, age, non-disqualifying physical or mental disability, national origin, veteran status or any other basis covered by appropriate law. All employment is decided on the basis of qualifications, merit, and business need.

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