Part Time Customer Service Representative

Position Summary

The Navigation Center Customer Service Representative (CSR) performs functions related to triaging all inbound calls, scheduling appointments, and delivering World Class customer service. A Navigation Center CSR will register new patients/clients, obtain basic insurance information, enter data in the Electronic Health Record (EHR), and schedule appointments accordingly. A Navigation CSR will be cross-trained to work at a Health and Wellness Center front desk where they will perform administrative duties, schedule appointments, manage incoming calls, and backfill appointments as needed.

About the role

Wheeler's vision is that all people will have the opportunity to grow, change and live healthier, productive lives. Our mission is to provide equitable access to innovative care that improves health, recovery and growth at all stages of life.

Responsibilities

• Answers the Navigation call queues: Greets callers in a professional and courteous manner.
• Schedules appointments for all disciplines, including but not limited to Medical, Dental, Behavioral Health, and the Psychiatric department.
• Obtains and records accurate information in the Electronic Health Record (EHR) at the time of every patient/client encounter.
• Provides callers with accurate information, including but not limited to, accurate appointment date and time information.
• Maintains a calm demeanor, displays respect, and practices active listening skills.
• Actively manages the Navigation call queue, maintaining awareness to calls outside of the threshold.
• Maintains accurate and complete patient/client contact notes.
• Maintains the Navigation voicemail box up to date.
• Maintains faxes up to date.
• Maintains confidentiality in a professional manner of all information received, discussed, and recorded.
• Maintains competencies to meet expectations in all position-specific key performance indicators.
• Understands workflows and knowledge of all departments and services offered.
• Maintains flexibility pertaining to cross training at the Front Desk, and coverage as it meets the needs of the department.
• Continues to develop knowledge and understanding about the history, traditions, values, family systems, and artistic expression of groups served as well as uses appropriate methodological approaches, skills, and techniques that reflect an understanding of culture.

Requirements

• A high school diploma and one year of progressively responsible work experience is required.
• A valid Connecticut driver’s license and access to timely and reliable transportation are required.
• Experience with call center software, Microsoft Office products, other software programs, and office equipment such as fax, copiers, and scanners are preferable.

Qualifications

• Bilingual (Spanish-English) Preferred, But Not Required

Skills

• Excellent communication and interpersonal skills
• Ability to multitask and prioritize effectively
• Strong organizational and time management skills
• Proficiency in Microsoft Office products
• Knowledge of Electronic Health Record (EHR) systems

Benefits

At Wheeler, we're committed to not only supporting your career growth but also ensuring your well-being and security. Here's how we invest in you:

• Nurture Your Health: Access to wellness programs to support your physical and mental health
• Secure Your Future: 403(b) Plan, with contributions from the company
• Fuel Your Career Growth: Access training and development opportunities
• Maintain Work-Life Harmony: Access free and confidential counseling through our Employee Assistance Program (EAP)

Pay

$20 per hour

Schedule

Part time, 25 hours, hybrid schedule Hybrid – two days a week/remote after 90 day eval

Employee Benefits

At Wheeler, we're committed to not only supporting your career growth but also ensuring your well-being and security. Here's how we invest in you:

• Nurture Your Health: Access to wellness programs to support your physical and mental health
• Secure Your Future: 403(b) Plan, with contributions from the company
• Fuel Your Career Growth: Access training and development opportunities
• Maintain Work-Life Harmony: Access free and confidential counseling through our Employee Assistance Program (EAP)

Equal Opportunity Employer

Wheeler Clinic is an equal opportunity employer. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, protected veteran status or other characteristics protected by law.