Medical Call Center Representative

About the role

The Medical Call Center Representative provides patients with superior access by creating opportunities for their needs, preferences, and expectations for care, information, and support to be met at all points in their care journey. As one of the first contacts for our Health Center, you will handle calls from patients and other healthcare facilities/providers, determine caller needs, and assist directly or transfer/take messages as required. You will proactively identify and resolve issues related to patient satisfaction and patient flow using standard work documents and workflows.

Responsibilities

• Provide excellent customer service in a warm, welcoming, and professional manner.
• Log information on calls received to maintain detailed and accurate records.
• Provide accurate information about Fenway Health services and providers.
• Refer unusual or difficult situations to a supervisor.
• Act as a liaison between the patient and health center to troubleshoot needs and secure a 1 to 2 call resolution.
• Maintain patient confidentiality at all times.
• Establish and maintain effective working relationships with co-workers, supervisors, and the public.
• Schedule appointments according to established procedures, patient needs, and provider availability.
• Follow procedures for booking, canceling, and rescheduling appointments.
• Document caller requests in the EMR and route to the appropriate team member.
• Use standardized workflows to document caller needs in the EMR based on the reason for the call.
• Accurately record patient requests in EMR documents.
• Determine how to best serve the caller’s request by referencing established workflows (e.g., medical advice, prescription requests, records requests).

Requirements

• Minimum of a high school diploma or equivalent.
• At least 1 year of experience in a healthcare setting.
• Able to communicate in a professional and appropriate manner.
• Strong technical proficiency in Microsoft Office (Outlook, Excel, Word), scheduling software, and electronic medical records systems (Epic or equivalent).
• Willingness to work with a diverse patient population.
• Previous customer service experience in a healthcare setting.
• Demonstrated ability to work respectfully and effectively with individuals from a wide range of backgrounds, perspectives, and life experiences, including colleagues, patients, clients, and vendors.

Preferred Qualifications

• Strong problem-solving and complex patient management skills.
• Bilingual in English and Spanish.

Benefits

• Competitive salaries.
• Comprehensive medical and dental insurance plans.
• Retirement plan with employer match.
• 11 paid holidays.
• Paid vacation and more.

This is a union position in a Fenway Health bargaining unit represented by 1199 SEIU United Healthcare Workers East. LGBTQIA+ identified persons, Black, Indigenous, and other people of color (BIPOC), and individuals from other historically underrepresented communities are strongly encouraged to apply.