Contact Center Agent

Patient Communication

• Manage inbound calls, chats, texts, and portal messages across channels.
• Educate patients on digital tools such as patient portal and telehealth.
• Aid patients with scheduling, rescheduling, and canceling appointments according to established protocols.
• Provide general information about services, locations, hours of operation, and provider availability.

Appointment Scheduling & Coordination

• Use the electronic health record (EHR) system to verify patient information, update records, and schedule appointments accurately.
• Confirm that patients are aware of any necessary documents, insurance details, or preparations needed for their visits.
• Cookordinate with health center teams to ensure patient needs are met and follow-up appointments are arranged as necessary.
• Schedule appointments while optimizing access and coordinating care.

Patient Assistance & Navigation

• Assist patients with insurance verification, understanding co-pays, and eligibility requirements, directing them to additional resources or enrollment specialists as needed.
• Address basic patient inquiries and connect patients with appropriate departments for further assistance on clinical or billing issues.
• Offer language support or refer patients to interpreters when language barriers exist.

Call Documentation & Data Entry

• Document call details accurately and promptly in the EHR system, including patient concerns, scheduled appointments, and any follow-up actions.
• Maintain up-to-date patient records, ensuring data integrity and compliance with FQHC guidelines and HIPAA regulations.

Collaboration & Support

• Work collaboratively with other call center agents and health center staff to manage call volumes and meet performance goals.
• Participate in regular team meetings and training sessions to stay current on FQHC procedures, protocols, and patient care practices.
• Provide input on workflow improvements and contribute to a positive, patient-centered environment.