Call Center Representative

1 month ago

Houston, United States MyCHN Full time

Are you a value-driven and compassionate individual that believes in providing quality care that has a positive effect on our communities? At Community Health Network, we are driven to create extraordinary experiences for our patients and employees. Our objective is to provide opportunities that develop and grow careers in a team-oriented environment focused on patient care.

Job Summary:

The Communication Representative is responsible for scheduling appointments, act as the liaison for the patients and health center. Service patients over the phone and in person when necessary.

The Communication Representative is committed to ensuring a positive patient experience and following PCMH guidelines and principles.

Duties and Responsibilities:

  • Answer the telephone promptly and in a polite and professional manner
  • Obtain and enter accurate demographic information into Open EMR (address, telephone number, name of insurance or self-pay status)
  • Schedule appointment correctly - review appointment date, time, location, and provider name with caller
  • Inform caller of items to bring to appointment (including insurance card, medications, office visit fee, and verification of income - if applicable)
  • Remind the caller to arrive 15 to 30 minutes before scheduled appointment to complete paperwork
  • Remind caller of cancellation/no-show policy
  • Answer questions and offer other information, as requested, to provide patient-focused service and a positive impression of the organization
  • Direct calls to other departments as needed
  • Use sound judgment in handling calls, especially with upset patients
  • Understanding of when to escalate calls to physicians/practice manager/triage nurse
  • Make reminder calls as requested
  • Make calls to reschedule appointments when necessary
  • Perform outbound calls to increase productivity
  • Follow CHN accounts receivable policies and procedures
  • Perform other duties as assigned
Required Skills/Abilities:
  • Familiarity with office equipment: computer keyboarding, calculators, photocopiers, and faxes
  • Ability to communicate clearly and effectively
  • Ability to work with people of all socioeconomic levels
  • Strong team player with a focus on collaboration
  • Ability to respond effectively to the most sensitive inquiries or complaints
  • Ability to handle multiple projects simultaneously
  • Consumer advocate for quality health care and services
  • Pleasant, professional, and articulate phone voice
  • Ability to handle multiple incoming callers/patients, tasks, and responsibilities
  • Strong verbal and written grammar skills
  • Strong team player with a focus on collaboration
  • Ability to respond effectively to the most sensitive inquiries or complaints
  • Ability to handle multiple projects simultaneously
Preferred Skills/Abilities:
  • Bilingual ability in Spanish
Required Education and Experience:
  • High school diploma or GED
  • Clerical or front office experience in a medical or dental facility
Preferred Education and Experience:
  • None
Supervision Responsibilities:
  • None
Physical Requirements
  • Occasionally required to sit
  • Frequently required to talk and stand
  • Frequently required to utilize hand and finger dexterity
  • The employee must occasionally lift and/or move up to 50 pounds
  • Specific frequently vision abilities required by this job include: Close vision, Color vision, Peripheral vision, Depth perception, and Ability to adjust focus
Work Environment:
  • BLOODBORNE PATHOGENS EXPOSURE LEVEL: 2 (MEDIUM)
  • Noise Level:Moderate

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