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Call Center Specialist

3 months ago

Fitchburg, United States Community Health Connections, Inc. Full time

**JOIN THE CHC FAMILY**

**Community Health Connections (CHC) is a multi-site, non-profit health care center offering urgent care, primary family medical and pediatric care, preventative and restorative dental care, oral surgery, behavioral health services for children and adults, and substance use disorder treatment, and specialty services including optometry eye care, optical shop, acupuncture, nutrition consultations and podiatry. CHC is mission-driven, providing compassionate, quality health care regardless of income or health insurance status. CHC has five sites within Fitchburg, Gardner and Leominster with decades of experience as a Federally Qualified Health Center (FQHC), serving 36 communities in North Central Massachusetts.**

Under the general supervision of the Office Manager, the Call Center Specialist manages incoming telephone communications to CHC call center. The responsibilities of the Call Center Specialist include booking appointments, entering patient registration information, directing incoming telephone calls, recording accurate messages, and cross covering other departments as needed at CHC locations.

**Essential Duties and Major Responsibilities**:

- Receives and directs incoming calls to appropriate CHC personnel.
- Screens patient calls, takes accurate messages, and returns calls as appropriate (to patients, providers, and other organizations/agencies)
- Schedules acute (same day) appointments, in collaboration with the Office Manager and nursing supervisor.
- Schedules patient appointments according to established protocol
- Collects and enters patient registration and demographic data into computer system.
- Provides translation services for non-English speaking callers.
- Directs incoming faxes.
- Provides coverage to Front Desk Check-In/Check-Out as needed.

**Minimum Qualifications**:

- High School Diploma or GED required, associate degree in secretarial science or equivalent preferred.
- Bilingual in English/Spanish or English/Portuguese required.
- 1-year similar work experience or in a medical office environment preferred
- Computer skills for accurate data entry
- Must be able to type a minimum of 35 hrs. per minute.
- Knowledge of basic medical terminology
- Demonstrated interpersonal relationship skills.
- Demonstrated Proficiency in reading, writing, and speaking in English.
- Demonstrated ability to work in a fast paced, high telephone call volume office environment.

**Benefits**:

- 401k
- Generous vacation and personal time for eligible employees
- Sick time
- Medical, dental, and vision insurance
- 100% paid Life insurance/AD&D
- 100% paid Long-Term disability.
- Employee Assistance Program (EAP)
- Discounts on travel and entertainment
- Discounts on cell phone service, computer purchases, and more
- College Tuition Rewards/CMEs
- Company Events & Activities (Annual cookout and holiday party, health and wellness events,” Lunch & Learn’s”, team building, and more)
- EyeMed Vision Care Program
- Accident & Cancer Insurance
- Educational development reimbursement
- Discounts on - gym membership, travel & entertainment tickets, electronics, and more

**Education**: Required
- High School or better

**Skills**: Preferred
- Medical terminology
- Customer Service
- Bilingual (Portuguese/Eng.)