Call Center Representative

2 weeks ago

Houston, United States MyCHN Full time
MyCHN is a nonprofit organization providing Medical, Dental, Behavioral Health, and Pharmacy services to communities in the South Houston and Gulf Coast area. We were founded in 2008 with one provider, three exam rooms and a big dream. Today, we have over 100 providers and more than 15 locations. MyCHN's mission is to "provide quality care that uplifts, supports, and shapes healthy communities while addressing financial and social barriers".

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
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
    • Ability to adjust focus
Benefits:
  • Health Insurance with the employee monthly premium paid 100% by MyCHN
  • Dental Insurance with the employee monthly premium paid 100% by MyCHN
  • Paid Time Off accrues 128 hours the first year. The amount accrued increases as years of service increases.
  • Sick Time of 40 hours per year
  • Personal Time/Birthday of 8 hours per year
  • $15,000 of Basic Life Insurance coverage paid by MyCHN
  • Continuing Education Stipend
    • $200/year
  • Referral Bonus
  • Flexible schedules
  • High opportunity for growth
  • Other benefits offered: Vision, Short-Term Disability, Long-Term Disability, Hospital Indemnity, Critical Illness, etc.


Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities

The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor's legal duty to furnish information. 41 CFR 60-1.35(c)

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