HEALTHCARE CALL CENTER REPRESENTATIVE

About the role

The mission of Charles River Community Health (CRCH) is to partner with individuals and families so they can thrive and lead healthier lives by delivering the comprehensive, integrated, and accessible primary healthcare that matters most to them. The Healthcare Call Center Representative works full-time in call center service, working on a team to provide excellent service to patients and other community members reaching us by phone. The role includes answering incoming calls, scheduling appointments, answering inquiries, handling complaints, troubleshooting problems, providing information, and cross‑training in front desk operations to provide on‑site support as coverage requires. As the first point of contact for many patients, this role is essential to creating an outstanding patient experience and increasing retention. Call Center hours are 8:00 am – 5:30 pm Monday‑Friday, with occasional on‑call rotating Saturday shifts (8:00 am – 12:00 pm) as needed. The position is hybrid, requiring 1‑3 days per month on‑site for meetings and site interaction.

Responsibilities

• Receive inbound and make outbound calls with patients and community members to identify their needs, schedule appointments, and/or route calls to appropriate resources, as assigned by Lead Healthcare Call Center Representative.
• Develop lasting relationships with other call center staff as a member of a team built on open communication, trust, and reliability.
• Spending time in the clinic will help foster this relationship.
• Demonstrate consistent, enthusiastic teamwork, moving between assignments as directed by the needs of the health center.
• Serve as front desk staff for all clinical departments (except Pharmacy) as assigned by supervisor or designee on an as needed basis for coverage needs.
• Cross‑trained to cover all Call Center and Patient Service department needs within three months of hire, including check‑out.
• Provide occasional on‑site support at Front Desk at either site if there is a need for coverage.
• Utilize software, databases, scripts, and tools appropriately to follow set communication guidelines and established workflows in addressing caller needs.
• Manage and resolve patient and family concerns.
• Raise issues and make recommendations to management to improve processes and patient experience.
• Perform other duties as assigned by supervisor or designee.

Qualifications

• High school diploma or equivalent.
• Must have one year of customer service experience, preferably within a healthcare and/or call center setting.
• Demonstrated customer service, communication, and problem‑solving skills required.
• Must be able to speak English.
• Multilingual strongly encouraged to apply, preferred but not required.
• Ability to follow oral and written instructions required.
• Must be able to use complex technology systems, phones, EMR, Outlook and multi‑task between different systems.
• Must be able to maintain a high level of confidentiality and discretion in all interactions that involve Protected Health Information, in accordance with HIPAA.
• Expect to be in the office at least 1‑3× per month for meetings and site interaction.
• Must be able to work from home in a quiet, professional setting at all times.
• Must have Wi‑Fi/internet access at home to perform the job remotely.
• Must be willing to sit most of the day, while using a computer and headset.
• Must have a willingness to work flexible hours to meet the organization's needs/demands.
• Must be able to travel to either Charles River Community Health site (Brighton and Waltham) as needed.
• Must have excellent communication skills, particularly with people from diverse cultures, with the ability to understand the community, population, and patients we serve.
• Must believe in the work we do at CRCH, with a strong passion to serve underserved populations in diverse settings.

Benefits

• Medical & Dental Insurance
• Short & Long‑term Disability Insurance
• Generous Paid Time Off
• Flexible Spending Account
• Employee Assistance Program
• Tickets at Work
• Health Reimbursement Arrangement
• Travel Reimbursement
• Professional Development Opportunities
• Solid track record of developing and promoting employees internally

Pay

Band B ($21.00 - $27.00/hour)

Schedule

Call Center hours are 8:00am - 5:30pm Monday‑Friday. Ideal candidate must be able to cover the on‑call rotating schedule, Saturday from 8:00am‑12:00pm, when necessary.