Job Description

CALL CENTER CARE REPRESENTATIVE

CLASSIFICATION/STATUS: Non-Exempt, Full Time, Permanent

IMMEDIATE SUPERVISOR: Manager of the Call Center Care Team

SUPERVISORY RESPONSIBILITIES: None

WHO YOU ARE:

YOUR ROLE & IMPACT

The CRCH CALL CENTER CARE REPRESENTATIVE works full time at our call center. Will provide telecommunications services to our patients/customers. This job entails answering incoming calls from patients to schedule appointments, answer inquiries and questions, handle complaints or concerns troubleshoot problems and provide information. They are essential to impacting outstanding patient experience and retention.

YOUR RESPONSIBILITIES

• Building lasting relationships with clients and other call center team members based on trust and reliability.
• Receive inbound calls from patients / customers to interact with them and identify their needs, schedule and or route calls to appropriate resources
• Place outbound calls to customers to follow up as needed for recalls, rescheduling of appointments etc.
• Engaging in active listening with callers, confirming or clarifying information and diffusing angry clients, as needed.
• In collaboration with the Call Center Manager/ Template Editor, ensures the delivery of high quality, efficient and patient centered care.
• Oversee the timely management of outgoing and incoming calls
• Ensure call records are properly stored and organized in a call center database
• Effectively prioritize situations and make decisions based on the information received
• Able to handle multiple tasks to receive and communicate information to and from several sources ensuring calls for service are documented and delivered in a timely manner
• Follow set communication guidelines in addressing the needs of our patients and customers
• Build positive work relationship with external customers (patients / customers) and Internal customers (co-workers), to enhance the image and public perception of CRCH
• Maintain a courteous and friendly disposition when interacting with customers irrespective of their temperament
• Manage and resolve customer complaints
• Participates in the development of operational objectives, strategies, metrics and goals with the Call Center Manager
• Utilizing software, databases, scripts, and tools appropriately.
• Follow set procedures to ensure equipment and devices are operational
• Sit at a workstation for long hours to interact with customers using a computer and a headset.
• Work under stressful conditions and react appropriately using good judgment
• Availability to work shifts, including nights, weekends and holidays as needed
• Develop, present, and execute solutions to management and stakeholders that will enhance areas of improvement and act on trends that may affect business operations.
• Additional tasks, projects, and request made by the Call Center Operations Manager and/or its designees.

YOUR QUALIFICATIONS, COMPETENCIES, TRAITS

• Minimum of two years of Hospital/Health Center “Call Center” and/or switchboard appointment booking experience require.
•  Minumium of two years Practice Management and Electronic Health Record (PM and EHR) required.
• Minimum of three years of successful direct work experience with diverse populations whose primary language is not English.
• Minimum of four years of clinical operations and program administration in a health care setting.
•  Demonstrated qualities in customer service, communication, and problem-solving skills.
• Demonstrated interpersonal, solid communication, and management skills.
•  Ability to read and follow oral and written instructions.
• Demonstrated proficiency in key health workflow processes, eager to think outside the box
• Bilingual/Bicultural Spanish and/or Portuguese required. Must be able to speak and understand.
• Knowledge of Word, Excel and Power Point with proficient skills in maintaining database spreadsheets and report writing and presentations.
• A high degree of ethics and confidentiality is essential for dealing with highly sensitive patient care concerns.
• Ability to work with multiple levels in the organization including staff, managers, directors, senior leaders, medical executive committee, and board of trustees.
• The qualities required to excel in this job include customer service, communication, and problem-solving skills.

WHO WE ARE & WHAT WE DO

CHARLES RIVER COMMUNITY HEALTH’S mission is to improve the health and well-being of the communities of Allston, Brighton, Waltham and surrounding areas by providing quality, compassionate, coordinated care that is patient-centered, family friendly, and community focused.  

CRCH is a comprehensive practice providing medical, pharmacy, dental, behavioral health, optical, and vision services to diverse underserved local communities. We serve over 15,000 patients annually, and 80% of those served are well below the poverty line while over 60% speak in a language other than English.

We are committed to providing patients with timely access to the right care, at the right place and at the right time, collaborating with other organizations to connect patients with a comprehensive range of services and provide continuity of care, and creating new community partnerships to meet the changing needs of patients and the community.

We value caring for everyone with dignity, respect, and compassion, reducing cultural, financial and other barriers to care, and eliminating health care disparities for our patients.  We also advocate for the needs of our patients, the community, and public health causes. 

OUR PROMISE

If you are passionate about providing service excellence in a mission-driven, team-oriented, and progressive organization, you will find your career as CALL CENTER CARE REPRESENTATIVE rewarding and impactful! You will also find a partner in your career path goals and trajectory!

OUR BENEFITS & PERKS

Medical & Dental Insurance

Short & Long-term Disability Insurance

Generous Paid Time Off

Flexible Spending Account

Employee Assistance Program

Tickets at Work

Health Reimbursement Arrangement

Travel Reimbursement

Professional Development Opportunities

Solid track record of developing and promoting employees internally!