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Call Center Representative

3 months ago

Pullman, United States InterCare Community Health Network Full time

Description:
InterCare is a Federally Qualified Health Center which **MAY** qualify employees for National Student Loan Forgiveness program.

Become part of a Migrant and Community Health Center, where you will:

- Have a passionate purpose.
- Do worthwhile work.
- Make a difference in people’s lives.

InterCare is searching for a Full-Time Call Center Representative to join our team At InterCare, you’ll find a rewarding and challenging work environment and a competitive compensation, **starting at $17.50/hour** and benefits package which includes: vacation/personal paid time off, sick time, 10 paid holidays, tuition reimbursement program, medical, prescription, dental, vision, life insurance, and short term and long-term disability insurance.

At InterCare Community Health Network, we believe all people have the right to equal access to quality health care.

**Work Schedule**

Hours are **Monday through Friday from 10:30 a.m. to 7:00 p.m. during migrant season (May - October)** and **9:30 a.m. - 6:00 p.m. the rest of the year**. Days and work schedule may vary due to business need. **NO WEEKENDS NO MAJOR HOLIDAYS**

**Primary Accountability**

Serves as first point of contact by answering incoming calls from patients, pharmacies, and other provider offices.

**Description of Primary Duties & Responsibilities**
- Greets and assists callers.
- Responds to phone inquiries and requests.
- Routes calls to appropriate department or staff as needed.
- Records phone messages in electronic system and tasks appropriate staff.
- Deals effectively with difficult/emotional callers. Seeks assistance as needed
- Escalates calls to management staff or clinical triage as warranted.
- Schedules medical and dental appointments in electronic practice management system.
- Obtains and enters accurate patient demographic and insurance information.
- Schedules appointments in accordance with InterCare scheduling policy and procedure.
- Responsible for calling and scheduling patients on recall list.
- Communicates details of appointment to patient.
- Keeps supervisor informed of patient demand and access concerns.

**Requirements**:
**Description of Primary Attributes General Development**
- Requires strong customer service skills, conscientiousness, attention to detail, and multi-tasking ability.
- Ability to maintain productivity and complete job duties with speed and accuracy.
- Ability to deal effectively with a wide variety of people while developing strong working relationships.
- Works as part of a team and assists the team in meeting productivity and quality goals.
- Skill in motivation, self-direction and punctuality.
- Able to adjust to changing circumstances.

**Professional and Technical Knowledge**
- Possesses a thorough understanding of customer service practices typically acquired through extensive practical experience.

**Technical Skills**
- Proficient in electronic practice management systems.
- Ability to use clerical and numerical skills to perform job duties.
- Ability to generate letters, forms, and documents.
- Ability to perform data entry, run reports, and operate common office equipment.

**Communication Skills**
- Excellent verbal and written communication skills.
- Ability to communicate in a clear effective manner.
- Possesses excellent cross-cultural communication skills and the ability to communicate effectively with patients and staff members at all levels.

**Physical Demands**

Job duties are performed in the typical office environment of the organization. The environmental factors and/or physical requirements of this position include the following:

- Ability to stand, walk, stoop, kneel, crouch, frequently sit, and lift up to 25 lbs.
- Requires good hand-eye coordination, reach with arms & hands, and finger dexterity, including ability to grasp, and manipulate (using keyboard, office equipment).
- Visual acuity to use keyboard, operate office equipment, and read printed material and regularly required to talk and hear.