Call Center Rep Level I

Position: Call Center Rep Level 1 (Part-Time, Benefit Eligible)

Hours: 24 hours/week

Schedule: Monday–Friday, & Saturday 8:00 AM – 12:00 PM

FTE: 0.6

Pay Range

The expected base pay for the position is $18-$25 per hour and may be increased based on other factors, such as language, certifications, etc.

Primary Function

The Call Center Representative Level I provides exceptional and consistent customer service to all customers calling UCHC‘s Call Center or walking in for services.

The Call Center Representative ensures that all callers or walk-ins to UCHC experience timely, accurate, and comprehensive service and responses to their inquiries or reason for call/walk-in. The Representative follows all call and walk-in protocols as trained, including appropriate greeting, answering and handling of calls and/or walk-ins, patient identification, demographic, account, and insurance verification, PCP assignment, appointment history review and scheduling protocols, telephone encounter documentation, and accurate and complete data entry and documentation in all computer systems, including the Electronic Medical Record (EMR) system.

The Call Center Representative should have the ability to perform all emergency protocols, such as call codes and appropriate use of the overhead emergency paging system, and make patient outreach from assigned work queues, My Chart referrals, after-hours answering service follow up, and reminder calls.

The person in this position supports multiple clinical departments, such as Primary Care, Urgent Care, Ob/Gyn, Teen Clinic Specialties, etc. and follows all health center policies and procedures on patient confidentiality/HIPAA and all health center-wide guidelines.

Duties & Responsibilities

• Answer incoming UCHC main phone line including patient calls (appointment scheduling, documentation and routing of appropriate calls such as refill requests), operator calls, and paging.
• Administratively triage patients presenting with an urgent need for an appointment and interface with the Triage Nurse and/or Urgent Care clinical staff on scheduling a Urgent Care, Same Day appointment, or transfer to a nurse regarding advice to go to the Emergency Room, discharge planning and/or critical results.
• Handle appointment scheduling including knowledge/competence in all resources and scheduling protocols to assist patients and staff in appropriately scheduling patient appointments with providers.
• Make outbound calls to patients based on the Re-schedule and appropriately re-schedule the patients as directed.
• Make manual reminder calls as directed.

Information Desk Related Tasks

• Welcome, greet and appropriately direct all patients and other customers walking into UCHC Lobby.
• Maintain knowledge/competence in UCHC Emergency Codes and process, including use of Emergency Button.
• Manage patient requests for free transportation through Boston Medical Center (BMC), specifically Uber.

Urgent Care Reception Tasks

• Accurately and completely check patients in and out of OCHIN and other systems following all protocols.
• Manage cash collection following all protocols.

General

• Become cross-trained to cover other duties as needed.
• Attend staff meetings.
• Interpret for patients as requested.
• Perform other duties as needed.

Basic Knowledge

• High School Diploma
• Bilingual language skills (English, Spanish, Cape Verdean Creole) strongly preferred.

Experience & Qualifications

• Ability to consistently and effectively manage all of the level I (one) tasks for a minimum of 6 months.
• Demonstrated ability to effectively manage high volume patient flow situations and use appropriate judgement to request assistance as needed.
• Ability to work with persons with disabilities and seniors.
• Experience working in a fast-paced, diverse environment.
• Experience and demonstrated proficiency in computer systems and PC-based software such as EPIC and Dentrix.
• Ability to multitask on two computer systems at the same time.
• Experience in Electronic Medical Record and Dental (EMR).
• Demonstrated oral and written communication and documentation skills.
• Excellent customer service and problem-solving skills.
• Excellent organizational skills.
• Ability to work effectively within a team.
• Exceptional interpersonal skills.
• Preference for those with call center or strong customer service experience.
• Prior call center and health care administrative experience preferred.

Independent Action

As described above at “Duties & Responsibilities”

Supervisory Responsibility

Coordinate all Telephone/Scheduling assignments with the assigned Telephone/Scheduling Staff and the Call Center Supervisor/Manager.

Define Access Level to PHI

Level 2: Authorized to access patient demographic data with only minimal reference to treatment or diagnostic information as needed to function. Staff in this category level should confine the use of PHI to the minimum necessary required and should not access or read parts of the medical record not needed to perform assigned duties.

UCHC holds a dynamic Call Center team. We have a well-defined Career Ladder that provides room for advancement for those with a willingness to learn, initiative, and leadership. The Call Center Representatives consistently provide exceptional customer service to the patients and other callers. Additionally, this opportunity makes sure that all callers’ experiences are timely, accurate, and comprehensive.

This role follows strict protocols to support the health center’s Primary and Urgent Care, Behavioral Health, Eye and Dental Departments in scheduling appointments, taking messages and routing them appropriately. The Call Center supports a high volume of calls and a wide scope of responsibilities, including follow up to the 24/7 answering and nurse triage service. We look forward to hearing from you!