Community Health Center

Call Center Specialist- Bilingual Required- New Britain- - Starting Salary - $18.50

US-CT-New Britain
2 weeks ago(12/6/2017 2:38 PM)
Job ID
2017-5820
# of Openings
1
Category
Patient Services/Reception and Call Center

Overview

Community Health Center, Inc. (CHCI). 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 health care.CHCI 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.National Nurse Practitioner Residency and fellowship training Consortium, National Institute for the Advancement of Medical Assistants and the Community eConsult Network.

Responsibilities

Job Summary

 

The Call Center Specialist I position involves providing consistent, quality customer service to both internal staff members and external patients. The call center specialist I will actively manage each call by taking ownership of it to enhance the customer experience and build relationships. The call center specialist I 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, warm transfers to other departments, and the answering of questions regarding medication refills. In managing these requests, the Call Center Specialist I will exemplify the highest level of customer service with a focus on efficiency and quality. The Call Center Specialist I 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. Must have and demonstrate strong Leadership Skills.

 

Roles and Responsibilites

Answers and coordinates phone calls including

  •  Script usage
  • Language Line
  • Paging system
  • Transferring calls
  • ATC queue
  • Patient Account queue
  • Nurse Triage queue
  • And any other requested
  • 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 Novo Script and maintaining a minimum usage of 90%
  • Complete knowledge of eCw including:
    • Updating pharmacy information for patients
    • Faxing info from eCw
  • Complete knowledge of Centricity including:
    • Register Patient in with all required fields
    • Update patient information
    • Scheduling
    • Assist Senior with all shifts including Saturdays and Holidays
    • Assist with New Hire Training
    • Support Senior Call Center Specialist and Manager during their absences
    • Maintain a positive attitude
    •  
  • May perform other duties and responsibilities as necessary
  •  

Qualifications

Required Skills and Education

  • Associates degree required
  • Bilingual fluent in Spanish required, portuguese, Polish preferred
  • Healthcare experience in Medical, Dental, or Behavioral Health
  • Experience in a Call Center or other busy phone system preferred
  • Electronic appointment scheduling experience preferred
  • Strong customer service experience
  • Excellent Verbal communication skills
  • Proven ability to Multi Task
  • Problem Solving and critical thinking skills a plus
  • Excellent Organizations Skills
  • Able to deliver under define deadlines.

 

 

Physical Demands/Work Environment

  • 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.

 

Confidentiality of Information

Confidentiality of business information is a requirement. Confidentiality must be maintained according to CHC policies

Qualifications

Languages
SPANISH

Education
Associates (Required)

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