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Customer Service Representative
2 months ago
A great place to work.
Current Job Opportunities
Available positions are posted here as they arise.
You are a compassionate, dedicated individual who excels in a collaborative environment and is committed to providing exceptional service.
Your background includes experience in a healthcare or administrative setting, where you are adept at engaging with patients and managing various office tasks.
The Dimock Center is a federally qualified community health center focused on healing and uplifting individuals, families, and communities.Our mission is to redefine the model of a healthy community by ensuring equitable access to comprehensive healthcare 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 healthcare services for both adults and children, including specialized clinics for Eye Care, Dental, Pediatrics, and OB/GYN.
POSITION SUMMARY:
The Dimock Call Center Care Agent is a full-time role within our call center, working collaboratively to deliver outstanding service to our patients and community members who contact us by phone.
The Call Center Care Agent will manage incoming calls, schedule appointments, respond to inquiries, address complaints or concerns, troubleshoot issues, and provide 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, 8 AM - 4 PM or 9 AM - 5 PM
Essential Functions:
Handle inbound and outbound calls (in both English and Spanish) with patients and community members to assess their needs, schedule appointments, and/or 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 this relationship.
Exhibit consistent, enthusiastic teamwork, transitioning between tasks as directed by the health center's needs.
Be prepared to serve as front desk support for all clinical departments (excluding Pharmacy) as directed by the Manager of Operations on an as-needed basis.
Become cross-trained to address all departmental needs within three months of hire.
Utilize software, databases, scripts, and tools effectively to adhere to established communication protocols and workflows in addressing caller needs.
Manage and resolve patient and family concerns.
Proactively raise issues and provide recommendations 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.
Demonstrated customer service, communication, and problem-solving skills are essential.
Proficiency in both English and Spanish is required.
Ability to follow oral and written instructions is necessary.
Must be adept at using complex technology systems, phones, EMR, Outlook, and managing multiple systems simultaneously.
Maintain a high level of confidentiality and discretion in all interactions involving Protected Health Information, in accordance 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 varied hours to meet the organization's needs is essential.
Exceptional communication skills, particularly with individuals from diverse cultures, and an understanding of the community, population, and patients we serve are necessary.
Experience with diverse cultures and a strong commitment to promoting Diversity, Equity, and Inclusion while addressing inequities is crucial.
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 environment.
Other Duties:
This job description is not intended to cover a comprehensive listing of duties 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.
