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Customer Service Representative
2 months ago
A great place to work.
Current Job Opportunities
At The Dimock Center, we are dedicated to creating a supportive and inclusive environment for our employees. We are seeking individuals who are compassionate, diligent, and thrive in a collaborative atmosphere, committed to delivering exceptional service.
You will have experience in a healthcare or administrative setting, and be adept at engaging with patients while managing various administrative tasks.
The Dimock Center is a federally qualified community health center focused on healing and uplifting individuals, families, and communities.Our vision is to redefine the model of a healthy community by ensuring equitable access to comprehensive health care and education.
We foster a culture of respect, excellence, equal opportunity, and dedication to our employees and the communities we serve.Our Health Center provides a wide array of primary and specialty health care services for both adults and children, including specialized clinics in Eye Care, Dental, Pediatrics, and OB/GYN.
POSITION SUMMARY:
The Call Center Care Agent plays a crucial role in our call center operations, working collaboratively to provide outstanding service to our patients and community members who reach out to us via phone.
This role involves answering incoming calls, scheduling appointments, addressing inquiries, managing complaints, troubleshooting issues, and providing essential information.
As the initial point of contact for many patients, this position is vital in fostering an exceptional patient experience and enhancing retention.
Hours:
Monday through Friday, with flexible scheduling options.
Essential Functions:
Handle inbound and outbound calls (in both English and Spanish) with patients and community members to assess their needs, schedule appointments, and direct calls to the appropriate resources as assigned by the Lead Call Center Representative.
Build lasting relationships with fellow call center staff as part of a team grounded in open communication, trust, and reliability. Spending time in the clinic will help strengthen these relationships.
Exhibit consistent, enthusiastic teamwork, adapting to various assignments as directed by the health center's needs.
Be prepared to assist as front desk staff for all clinical departments (excluding Pharmacy) as directed by the Manager of Operations when coverage is needed.
Become cross-trained to meet all departmental needs within three months of hire.
Utilize software, databases, scripts, and tools effectively to adhere to established communication guidelines and workflows when addressing caller needs.
Manage and resolve patient and family concerns effectively.
Proactively raise issues and suggest improvements to management to enhance processes and patient experiences.
Perform additional duties as assigned by the Director of Operations, Manager of Operations, and Team Lead.
Minimum Requirements:
High school diploma or equivalent.
At least one year of customer service experience, preferably in a healthcare or call center environment.
Strong customer service, communication, and problem-solving skills are essential.
Fluency in both English and Spanish is required.
Ability to follow oral and written instructions is necessary.
Proficiency in using complex technology systems, phones, EMR, Outlook, and multitasking across different systems is expected.
Must maintain a high level of confidentiality and discretion in all interactions involving Protected Health Information, in compliance with the Health Information Portability and Accountability Act (HIPAA).
Willingness to sit for extended periods while using a computer and headset is required.
Flexibility to work hours that meet the organization's needs is essential.
Excellent communication skills, particularly with individuals from diverse cultures, and an understanding of the community and patient population we serve are necessary.
A commitment to promoting Diversity, Equity, and Inclusion and addressing inequities is essential.
A belief in the mission of The Dimock Center and a passion for serving underserved populations in diverse settings is required.
Required Education and Experience:
High School Diploma or G.E.D. (an Associate Degree is preferred).
At least 2-3 years of demonstrated experience in an ambulatory care environment.
Other Duties:
This job description is not intended to be an exhaustive list of all duties and responsibilities required of the employee for this position. Duties and responsibilities may change at any time with or without notice.
EEO Statement:
The Dimock Center values diversity and is committed to equal employment opportunity regardless of age, color, disability, ethnicity, marital status, national origin, race, religion, sex, sexual orientation, veteran status, or any other status protected by law.
