Call Center Representative/Front Office Coordinator

4 days ago

United, United States Squirrel Hill Health Center Full time

Squirrel Hill Health Center (SHHC), a dynamic and growing Federally Qualified Health Center, is hiring a full time Call Center Representative/Front Office Coordinator in our Squirrel Hill location. Call Center Reps/FOC will be required to work in office at all SHHC locations as a FOC as needed, and will be required to work in the Squirrel Hill location as a Call Center Representative as scheduled.

The Call Center Representative and Front Office Coordinator (FOC) will be interchangeable and provide the interface between patients and others entering and leaving SHHC, in person or by phone. They will be responsibleforanswering incoming calls, performing a range of duties which includes gathering required information and striving to obtain a one-call resolution. This includes scheduling patients, providing information to potential patients, and routing tasks to the correct provider team. They will provide prompt, courteous service and accurate information while interacting with SHHC patients and other entities, to ensure the smooth flow of both people and information through the SHHC system.

PRIMARY RESPONSIBILITIES

  1. Answers incoming calls from patients seeking appointments and schedules them appropriately; distributes tasks through the organization using a team-based approach.
  2. Meets a monthly call answer rate of 80-85% by taking the minimal 25 calls per day.
  3. Communicates with providers, nurses, and other departments appropriately using TEAMS, the electronic medical record, and SHHC email.
  4. Acts as a liaison between patients, care navigators and clinicians, taking and conveying accurate messages and ensuring a smooth flow of necessary information.
  5. If fluent in a second language, also provides interpretation services to SHHC patients and staff on the phone as needed to provide culturally competent care to SHHC patients, at the direction of the Office Manager.
  6. Greets patients at the front and checks-in patients for appointments by verifying current contact information and insurance status.
  7. Greets patients at side desk for check out process; gathers information to schedule follow up/future appointments.
  8. Reconciles payments to the end of day sheet and batch.
OTHER RESPONSIBILITIES INCLUDE AND ARE SUBJECT TO CHANGE:
  1. Works in team collaboration with front office staff to:
  • Assist with tasks.
  • Assist with voicemail.
  • Reschedule patients as needed.
  • Confirm appointments.
  • Dental scheduling and registration.
  1. Maintains confidentiality and is compliant with HIPAA.
  2. Ensure that all front areas, front office and waiting area, are always neat; personal work areas must be kept professional and well always organized.
  3. Perform other duties as assigned by Office Manager, Chief Operations Officer, or the Director of Administrative Operations.
QUALIFICATIONS:
  1. All CDC recommended vaccinations, including annual Covid and Flu, required.
  2. Knowledge of a second language preferred.
  3. Excellent organizational skills and ability to deal effectively with the public.
  4. Skilled in using computer, printer, and electronic medical record.
  5. Basic medical terminology, ICD-10 and CPT coding knowledge preferred.
  6. Must be committed to serving poor and underserved populations.
  7. Interpretation knowledge preferred.
BENEFITS:
  • Medical Insurance
  • Dental Insurance
  • Vision Insurance
  • Disability Insurance
  • Life Insurance
  • Flexible Spending Account
  • 403B retirement
  • PTO
  • 8 Paid Holidays

SHHC is an Equal Opportunity Employer. SHHC does not and will not discriminate in employment and personnel practices to include hiring, transferring and promotion practices on the basis of race, color, sex, sexual orientation, gender identity, age, handicap, disability, religion, religious creed, ancestry, national origin or any other basis prohibited by applicable law.

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