Job Information
Fenway Health Medical Call Center Representative in Boston, Massachusetts
Medical Call Center Representative
Boston, MA (http://maps.google.com/maps?q=75+Amory+St+Boston+MA+USA+02119) • Patient Services
Job Type
Full-time
Description
Under direct supervision of the Medical Call Center Manager, the Medical Call Center Representative will provide patients with superior access by creating opportunities for patients to have their needs, preferences, and expectations for care, information, and support met at all points in their care journey.
Duties include, but are not limited to, being one of the first contacts to our Health Center: answer calls from patients and other health care facilities/providers, determine the caller's need, help them with their request directly or transfer/take messages as required, proactively identify issues and work to resolve them in areas involving patient satisfaction, and patient flow.
Using standard work documents and workflows to determine how to best help callers. Some examples include: determine which provider or department to contact, make an appointment, document patient requests within our EMR, update patients on the status of their referrals and medication refill request whenever possible.
Representative Duties:
Provide excellent customer service
Greet each client in warm, welcoming, and professional manner
Log information on calls received, where required to maintain detailed and accurate records
Provide clients with correct and accurate information regarding Fenway Health services and providers
Refer unusual or difficult situations to Supervisor
Act as a liaison for the patient and health center by troubleshooting patient needs to secure a 1 to 2 call resolution
At all times maintain patient confidentiality
Establish and maintain effective working relationships with co-workers, supervisors and the general public
Schedule appointments according to established procedures
Schedule appointments according to patient needs and provider availability
Follow established scheduling procedures for booking, cancelling, rescheduling appointments
Document caller requests in EMR and route to appropriate team member
Using standardized workflows, document caller needs within EMR based on reason for call
Accurately record patient request in EMR document
Determine how to best serve caller’s request by referencing established work flows (ex: medical advice call flow, prescription request call flow, records request call flow)
Requirements
Minimum of high school graduate or equivalent
Minimum of 1 year of experience in a healthcare setting
Able to communicate in a professional and appropriate manner
Strong technical proficiency in Microsoft (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
Preferred Qualifications:
Strong problem solving and complex patient management skills
Bilingual English/Spanish
We offer competitive salaries, and for those who qualify, an excellent benefits package; including comprehensive medical and dental insurance plans, and a retirement plan with employer match. We also provide 11 paid holidays, paid vacation, and more.LGBTQIA+ identified persons, Black, Indigenous, and other people of color (BIPOC), and individuals from other historically underrepresented communities are strongly encouraged to apply.
Salary Description
$22.62-$24.87 per hour ($44,100-$48,500)