Contact Center Representative

About the Role

Reporting to the Supervisor of the Contact Center and/or their designee, the Contact Center Representative will professionally respond to all incoming calls, efficiently address the reason for the call (such as appointments), or direct calls to the appropriate destinations. Contacts and interactions vary and may involve multiple constituencies, including THC’s executive management, community organizers, the general public, THC’s patients, physicians, colleagues, assigned staff, vendors, contractors, and consultants for the purpose of providing and exchanging information.

Responsibilities

• Provides exceptional internal/external customer service to patients, staff, and outside facilities in both English and Spanish.
• Schedules age-specific appointments, verifies demographic information, gathers insurance information, and obtains prior authorizations for appointments, if necessary.
• Reviews patient appointment history and educates patients regarding appointment needs.
• Makes the initial contact with a patient and explains the services available.
• Receives and distributes all calls to appropriate destinations.
• Records and delivers messages in a timely manner upon request and/or in the absence of certain personnel.
• Performs other duties as assigned.

Requirements

• Minimum of 2 years’ experience working with the public in a high-volume atmosphere.
• Previous experience in a call center, healthcare setting, and/or knowledge of medical terminology preferred.
• Must demonstrate computer literacy and basic knowledge of Microsoft Office.
• Ability to operate a multi-lined phone system.

Skills

• Knowledge of FQHC operations, operating principles, guidelines, and bylaws.
• Excellent leadership, customer service, organizational, and presentation skills.
• Ability to effectively communicate THC’s vision and motivate others to achieve it organizationally, departmentally, and personally/professionally.
• Strong verbal and written communication skills.
• Ability to plan and organize work initiatives to successfully accomplish center/organizational goals and objectives.
• Ability to multi-task, prioritize, and delegate as appropriate.
• Strong analytical, problem-solving, and interpersonal skills.
• Ability to identify, develop, and implement short/long-term strategic goals and objectives.
• Ability to develop and maintain customer relationships; influence, build credibility, and trust.
• Critical thinking skills and the ability to apply them.
• Ability to ensure and advocate for quality healthcare and services, and lead and manage a diverse staff.

Physical Demands

• Must have the use of sensory skills to effectively communicate and interact with other employees and the public through the use of the telephone and personal contact (e.g., ability to see, read, talk, hear, handle, or feel objects and controls).
• Ability to effectively use and operate various office-related equipment, such as a personal computer, calculator, copier, and fax machine.
• Ability to lift, carry, push, or pull heavy objects in excess of 25 lbs, as well as squat, walk, climb, bend, crouch, stoop, kneel, stand, grasp, reach, pull, and perform repetitive motions.

Work Environment

Work is typically performed in an office setting or a variety of environments and conditions, including offices, mechanical rooms, confined spaces, and other circumstances that may involve increased physical risk and exposure to adverse environmental conditions.

Financial disclosure may be required to file.