Call Center Associate

Position Summary

The Call Center Associate is responsible for ensuring a positive and effective experience for every patient who has telephone contact with Brighter Beginnings. They answer calls in a timely manner and identify and address patients’ needs. This requires exceptional critical thinking, customer service, organizational, and time management skills. Duties include, but are not limited to, receiving incoming calls, answering patients’ questions, sending patients’ messages to their medical providers, and all aspects of appointment scheduling. The Call Center Associate is expected to meet specific performance targets related to caller wait times, call handling time, high-quality customer service, and quality of telephone encounters created.

Qualifications

• High School Diploma or GED
• Experience and/or interest in health care
• Bilingual in Spanish/English
• Excellent patient/customer service, verbal and written communication, and follow-through skills
• Ability to work independently and to use good judgment
• Ability to work effectively and harmoniously with co-workers
• Strong computer skills

Responsibilities

• Schedules patient appointments appropriately according to scheduling and payor protocols
• Gathers information and relates that information efficiently and effectively to appropriate departments
• Maintains patient confidentiality as required by HIPAA in all daily work
• Call patients when due for a visit and schedule appointments
• Other tasks as assigned

Customer Service

• Provides patient-centered customer service at all times
• Demonstrates the ability to anticipate patients' needs and deliver services and respond to patients in a timely, accurate, courteous, respectful, and friendly manner
• Demonstrates ownership, initiative, attention to detail, and follow-through
• Approaches problem-solving by focusing on patients first
• Advocates for care that best serves the patient
• Addresses customer complaints/problems in a timely manner

Communication Skills

• Oral and written communication is clear, concise, accurate, positive, and respectful
• Demonstrates comprehension of oral and written questions, instructions, and information rapidly, thoroughly, and accurately
• Response to oral and written questions, instructions, and information is timely and appropriate
• Written communication is well-organized, legible, concise, neat, and in proper grammatical form
• Checks work-related email and mailbox on a daily basis

Teamwork and Interpersonal Skills

• Dealings with others are characterized by fairness, courtesy, diplomacy, honesty, firmness, empathy, and confidence
• Effective in offering support and assistance to others, in obtaining information from others, and in supplying information to others
• Demonstrates a positive attitude, flexibility, and ability to develop effective relationships by helping others accomplish tasks and using collaboration and conflict resolution skills

Judgment and Problem Solving

• Uses critical thinking and common sense to analyze situations, make timely and valid decisions, and take appropriate actions
• Demonstrates good judgment in making decisions
• Resolves issues independently and only seeks assistance as needed

Reliability

• Completes assigned duties & responsibilities in an accurate, timely and efficient manner
• Arrives to work on time and maintains consistent attendance
• Follows instructions and appropriate procedures
• Maintains patient confidentiality as required by HIPAA

Behavioral Health Responsibilities

• Review ACCESS LINE referrals on ccLink. Create patient charts as needed, run insurance enrollment, and schedule intakes with BH providers
• Support 4 BH provider schedules; Fill BH appointment slots on a daily basis
• Daily confirmation of patient appointments
• Keep track of patients willing to have last-minute sessions (telehealth) and fill any last-minute cancellation slots
• Review BH caseload for all 4 providers to ensure patients are staying on the calendar or closed out
• Send close-out letters to patients as needed
• Follow up on ROI requests for BH patients
• Review PHQ-9 and GAD7 referrals to ensure BH intake and follow-up
• Ensure measurements (GAD7, PHQ9, PRAPARE, CAGE-AID, Columbia) are documented in patient charts (using SMART FORM)
• Ensure consents and custody for minors are documented in the patient chart
• Review BH referrals for a higher level of care and/or psychiatry. Work with the referrals team to ensure the patient is being connected with services
• Review BH referrals for insurance support with the insurance team to ensure issues are resolved, and the patient is scheduled for BH sessions as needed
• CARES 2.0 patients: ensure patients are informed their insurance only covers twice per month, and otherwise schedule with the insurance team to establish self-pay
• Review BH referrals for case management and provide light case management, as well as refer any patients who qualify for the BB ECM program
• Create/Send Google invites for BH Sessions (for all BH providers except Lila)
• Support in collateral contacts to outside providers
• Support with updating Excel and eCW tracking of BH services
• Other tasks as assigned