Community Health Center

  • Call Center Specialist

    Job Locations US-CT-New Britain
    Posted Date 1 month ago(7/18/2018 7:48 AM)
    Job ID
    # of Openings
    Patient Services/Reception and Call Center
  • Overview

    Community Health Center, Inc. (CHC) is one of the country’s most creative and dynamic providers of primary medical, dental, and behavioral health services, and a leader in practice-based research, health professionals training, and use of innovative technologies to advance health and healthcare. CHC is designated as a federally qualified health center and a patient-centered medical home by HRSA, the Joint Commission, and NCQA, respectively. We deliver more than 500,000 patient visits per year from primary care hubs and community clinics across the state of CT, all connected by technology and common standards for quality. We employ several hundred medical, dental, and behavioral health providers who are engaged in practice, teaching, and research. Our Weitzman Institute is devoted to research and practice transformation and is recognized around the country as one of the premier research institutes focused on improving health care and health outcomes for special and vulnerable populations. In addition, the organization has developed three wholly owned subsidiaries from the original pilot developments within the Weitzman Institute: the National Nurse Practitioner Residency and Fellowship Training Consortium (NNPRFTC), the National Institute for Medical Assistant Advancement, and the Community eConsult Network.


    The Call Center Specialist position involves providing consistent, quality customer service to both internal staff members and external patients. The Call Center Specialist will actively manage each call by taking ownership of it to enhance the customer experience and build relationships. The Call Center Specialist will listen to the patient’s request and take appropriate action to respond to it, including, but not limited to the scheduling of appointments, the electronic transmission of messages to the clinical team, and the answering of questions regarding medication refills.  In managing these requests, the Call Center Specialist will exemplify the highest level of customer service with a focus on efficiency and quality. The Call Center Specialist will consistently demonstrate proficient data entry skills, knowledge of insurance billing, while maintaining confidentiality. It is essential that they demonstrate efforts to maintain and improve job specific competencies, and perform other duties as assigned.



    • Answers and coordinates phone calls including
      • Script usage
      • Language Line
      • Paging system
      • Transferring calls
    • ATC queue
    • Patient Account queue
      • Nurse Triage queue
        • Appropriately Recording Telephone encounters via ECW system
    • Obtain Medical release as needed for patient requested forms
    • Confirm appointments with patients
    • Verify insurances
    • Complete knowledge of eCw including:
      • Updating pharmacy information for patients
      • Faxing info from eCw
      • Managing Recalls via eCw
      • Obtain and Scan required documents into eCw
    • Complete knowledge of Centricity including:
      • Register Patient in with all required fields
      • Update patient information
      • Print profiles, Schedules, and recall lists
      • Place patients on recall list, take patients off, and attach appointments
    • Patient Schedules
      • Respond appropriately to agitated patients
      • Review Schedules daily to ensure accuracy and fill appointment opportunities
    • May perform other duties and responsibilities as necessary


    Required Skills and Education

    • Associates degree required. Internal candidates - commensurate work experience may be substituted for education.Healthcare experience in Medical, Dental, or Behavioral Health
      • Experience in a Call Center or other busy phone system
      • Electronic appointment scheduling experience
      • Strong customer service experience
      • Excellent Verbal communication skills
      • Proven ability to Multi Task
      • Problem Solving and critical thinking skills a plus
      • Bilingual Required (Spanish)


    • Hours will vary; our schedules range Monday-Friday from 7am-7pm and Saturdays.
    • Minimal physical effort. Must be able to operate computer and telephone continuously. Regular regional travel as necessary.



    Associate of Arts (A.A.) (Required)


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