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Community Health Connections Call Center Specialist in Fitchburg, Massachusetts


Under the general supervision of the Office Manager, the Call Center Specialist manages incoming telephone communications to CHC Family Health Center call center. The responsibilities of the Call Center Specialist include booking appointments, entering patient registration information, directing incoming telephone calls, recording accurate messages, and cross covering other departments as needed at CHC locations.

Essential Duties and Major Responsibilities:

  • Receives and directs incoming calls to appropriate CHC personnel

  • Screens patient calls, takes accurate messages, and returns calls as appropriate (to patients, providers, and other organizations/agencies)

  • Schedules acute (same day) appointments in collaboration with the department Office Manager and Supervisor.

  • Schedules patient appointments according to established protocol

  • Collects and enters patient registration and demographic data into appropriate computer system

  • Provides translation services for non-English speaking callers

  • Directs incoming faxes

  • Provides coverage to Front Desk Check-In/Check-Out as needed

  • Demonstrates understanding and commitment of dual mission of the health center

  • Demonstrates understanding and commitment to the established CHC Values and Standards

  • Performs other job related duties as required or assigned

Minimum Qualifications:

  • High School Diploma or GED required, Associate Degree in secretarial science or equivalent preferred

  • Bilingual in English/Portuguese preferred

  • 1 year similar work experience or in a medical office environment preferred

  • Computer skills for accurate data entry

  • Knowledge of basic medical terminology

  • Demonstrated interpersonal relationship skills

  • Demonstrated Proficiency in reading, writing, and speaking in English

  • Demonstrated ability to work in a fast paced, high telephone call volume office environment

  • Communicates effectively in a clear, concise, accurate manner

  • Committed to customer service excellence