Call Center Representative

20 hours ago

Charlotte, North Carolina, United States Cabarrus Rowan Community Health Centers Full time
Job Summary

We are seeking a highly skilled and compassionate Call Center Representative to join our team at Cabarrus Rowan Community Health Centers. As a key member of our customer service team, you will be responsible for providing exceptional service to our patients and stakeholders, ensuring a positive and supportive experience for all.

Key Responsibilities
  • Assist with appointment scheduling and confirmation communications.
  • Participate in and assist with targeted patient recruitment initiatives.
  • Attend staff meetings and participate in monthly staff training sessions.
  • Respond to patient needs immediately, responsively and compassionately.
  • Pleasantly and promptly answer all inbound phone calls.
  • Correctly utilize the Practice Management Software, including proper entry of patient information, scheduling, insurance information, and other financial information.
  • Assist and train staff members to pleasantly and properly perform outbound patient communications for follow-up, rescheduling, and other initiatives as directed.
  • Fill-in and assist in various roles, when needed.
  • Follow all CRCHC policies and procedures, ensuring that CRCHC consistently operates in a high quality manner.
  • Assist with maintaining continuous compliance with all industry standards, laws and regulations as promulgated by regulatory and accrediting organizations such as: BPHC, JCAHO, CLIA, OSHA, and State and Federal Governments, etc.
  • Assist with other duties as assigned in support of Cabarrus Rowan Community Health Centers and its mission.
  • Manage all inbound and outbound calls at the Call Center, integrating workflows with other support functions, and promoting CRCHC programs and services to the public, potential new patients and others, as appropriate.
  • Deliver high quality customer service at all times, ensuring accurate patient information is captured during the registration process and complete patient insurance verifications.
  • Assist with other front desk responsibilities as needed, including patient admission, registration, appointment scheduling, pre-certification, insurance verification and cashiering.
  • Continuously strive to improve the quality and accuracy of CRCHC's patient personal information such as phone numbers, addresses, and demographics, by screening patient calls, confirming system data, and providing system warnings when inaccurate data is present.
  • Ensure overall accuracy related to call distribution throughout the organization.
  • Foster a positive and proactive work environment, emphasizing respect for individuals, high standards of quality, customer service, innovation and center-wide team work.
  • Assist with emphasizing strong results orientation within the department by motivating peers, satisfying customer needs and achieving organizational goals.
Core Requirements
  • Patient Centered Customer Service – Whether directly or indirectly, we work to support the delivery of an excellent patient experience to everyone served by the organization.
  • Caring and Compassion – We provide empathic comfort to those in distress and share kindness in all interpersonal interactions.
  • Respectful Communication – We communicate openly, honestly and without judgment while honoring each individual's uniqueness and assuming the best of those with whom we interact.
  • Teamwork – We are members of a diverse interdisciplinary team working together to meet a common goal.
  • Accountability – We accept our individual and team responsibilities and we meet our commitments. We take responsibility for our performance and actions.
  • Customer Safety – We recognize and correct potential hazards to protect ourselves and our customers.
About Us

Cabarrus Rowan Community Health Centers provides comprehensive, high-quality primary health care to our patients regardless of ability to pay. As a Federally Qualified Health Center (FQHC), we provide health care to all members of our community, including low income, indigent, and uninsured patients who may not otherwise be able to afford health care via traditional sources. We screen potential employees to first ensure alignment with our core requirements followed by the requisite position skills set. In doing so we need staff committed to this mission who do their best to live and work the characteristics of our core values as we strive to care for ever increasing members of the communities we serve.

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