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Edward M. Kennedy Community Health Center, Inc. Call Center Representative-Bi Lingual Spanish in Worcester, Massachusetts

This is a bi lingual 23.5 hours per week position.

Job Summary:

To answer calls to the Health Center, including calls to all satellite locations, in a professional, customer service-oriented manner, and using critical thinking skills to determine what appropriate action must be taken to process the calls appropriately. Appropriate action includes scheduling the caller for a patient appointment, accurately writing a message to the patients? providers (or providers? team), correctly transferring calls to the appropriate extensions following strict office guidelines, assisting internal customers (other department staff, volunteers, interns) with telephonic assistance, and providing the caller with precise general Health Center information.

Essential Functions:

  • Answers inbound telephone calls within three rings adhering to the Health Center?s customer service expectations and Standards of Conduct Policy.

  • Screens all incoming telephone calls according to the Center?s protocol to ensure callers? needs are met quickly and efficiently, including providing correct departmental information for all departments, and assisting patients with enrolling, un-enrolling, and logging on to the patient portal.

  • Schedules appointment requests with the assigned primary care physician?s schedule; the requests may be received through phone calls, emails, EMR tasks, the patient portal or through any other method.

  • Completes messages to be followed up on by Primary Care teams and other departmental staff using standardized messages and the appropriate message systems, such as through the EMR system, the patient portal, email or Workplace.

  • Reviews and verifies all callers? information, and patients? information, such as name, date of birth, patient status, current mailing address, current phone numbers, active health insurance, and verify if any alerts in the patients? EMR are applicable.

  • Processes basic insurance referrals upon request, and updates patients? charts to reflect the request and the referral authorization number.

  • Protects confidentiality of patients and colleagues. Observe rules and regulations of the Health Center and the regulating bodies to which it reports.

  • Utilizes the electronic loudspeaker system to page Center employees, when appropriate, including announcements of behavioral/medical alerts when notified of such emergencies.

  • Completes assigned tasks, including calling patients to complete the following: cancel/reschedule appointments; make reminder calls to patients, populate data into various spreadsheets/reports for data analysis, tracking, and information management.

  • Works with the Call Center Representatives team to maintain an up-to-date Recall

    Education and Experience:

  • High School Diploma or Equivalent or one to two years part or full time of customer service experience required.

  • Must be bilingual in English/Spanish or English/Portuguese.

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