Call Center Representative

4 weeks ago

Brockport, United States Oak Orchard Community Health Center Full time
Job DescriptionJob DescriptionDescription:

Do you want to be part of a leading, patient-centered organization where professionals come together to improve access to quality health care for all? At Oak Orchard Health, you can grow your career with the fulfilment and satisfaction of knowing that your work is making a difference in someone’s life. We have 8 medical offices located in communities throughout Western NY and we continue to expand and recruit top talent with our mission to ensure everyone has access to affordable, quality health care. Our diverse, highly skilled professionals are the reason for our success, from physicians to nurses to administrators and support personnel. If you’re passionate about serving all with excellence, equity, inclusion, respect, and dignity, we think you’ll fit right in Diverse and bilingual candidates are encouraged to apply.


Provides communication support services including general clerical, general information, scheduling services to the patients of Oak Orchard Health on behalf of the providers associated with the health center. Involves collecting, assessing, submitting, processing and updating of sensitive and confidential information, resolves patient access issues within limits and works with confidential information and in accordance with multiple workflows protocols.


Staff will be assigned to shifts between the hours of 8-6, depending on need, for a minimum of 9 hours/week and a maximum of 18 hours/week


This position is remote. Company laptops will be provided; however, staff must have the ability to work in a private space where conversations about patient information cannot be overheard by non-Oak Orchard employees. Staff may be randomly audited via video call to confirm privacy standards are upheld.


Job Responsibilities:

  • Independently answers large volume of inbound inquiries (such as but not limited to telephone calls, Electronic Medical Record)
  • Schedule patients following protocols and standard operating procedures.
  • Resolve patient access issues
  • Respond to patient/physician inquiries
  • Makes independent decisions within calls to act outside of protocol to transfer, refer or resolve emergent situations
  • Accurately and efficiently uses the electronic medical record and reporting tools to navigate, interpret and report, troubleshoot, schedule appointments
  • Registers patients
  • Records information and documents problem resolution in the electronic medical record according to established procedures
  • All other duties as assigned
Requirements:

Skills/Qualifications:

Computer proficiency, especially with MS Office applications.

Strong organizational aptitude.

Strong customer service skills.

Ability to work a flexible schedule. Some evenings and weekends may be required.

Written and oral fluency in Spanish desired, but not required.



Education/Experience

High School diploma or equivalent.

1-2 years of prior call center or customer service experience, highly preferably in a medical office environment.



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