Healthcare Call Center Representative - MARCH 2025 START CLASSIFICATION/STATUS: Non-Exempt, Full Time (40 hours/week) IMMEDIATE SUPERVISOR: Site Manager SUPERVISORY RESPONSIBILITIES: None SALARY: Band 1 $19 - $25/hr FLEXIBLE WORK: Full time, Hybrid/Remote. Must live in the state of Massachusetts EXPECTED START DATE: March 2025 WHO YOU ARE: YOUR ROLE & IMPACT The mission of Charles River Community Health (CRCH) is to partner with individuals and families so they can thrive and lead healthier lives by delivering the comprehensive, integrated, and equitable primary healthcare that matters most to them. The Healthcare Call Center Representative works full time in call center service, providing excellent service to our patients and community members reaching us by phone. This role is essential to creating an outstanding patient experience and increasing retention. Note: Call Center hours are 8:00am - 5:30pm Monday- Thursday and Friday 8:00am-5pm. YOUR RESPONSIBILITIES Receive inbound and make outbound calls with patients and community members to identify their needs, schedule/reschedule appointments, and/or route calls to appropriate resources. Register patients and verify insurance eligibility. Maintain documentation in EMR. Develop lasting relationships with other call center staff as a member of a team built on open communication, trust, and reliability. Demonstrate consistent, enthusiastic teamwork, moving between assignments as directed by the needs of the health center. Maintain HIPAA compliance at all times. Cross-trained to cover all department needs within 3 months of hire, including check-out. Utilize software, databases, scripts, and tools to follow set communication guidelines and established workflows in addressing caller needs. Manage and resolve patient and family issues/concerns. Raise issues and make recommendations to management to improve processes and patient experience. Perform other duties as assigned by Director of Operations and Site Manager. YOUR QUALIFICATIONS, COMPETENCIES, TRAITS High school diploma or equivalent. One year of customer service experience, preferably within a healthcare and/or call center setting. Demonstrated customer service, communication, and problem-solving skills required. Team-oriented, with a strong commitment to helping others. Must be able to speak English; multilingual candidates are strongly encouraged to apply. Ability to follow oral and written instructions required. Must be able to use complex technology systems, phones, EMR, Outlook and multi-task between different systems. Must maintain a high level of confidentiality and discretion in all interactions involving Protected Health Information, in accordance with HIPAA. Remote but expected to be in the office 1-2 times per month for meetings and site interaction. Minimum of 2 weeks of in-person training. May be asked to cross cover at the front office when needed. Must have a quiet, professional setting at home to perform the job remotely. Must have Wi-Fi/internet access at home to perform the job remotely; must work in the office if there are issues with internet service. Must be willing to sit most of the day while using a computer and headset. Must have a willingness to work flexible hours to meet the organization's needs. Must be able to travel to either Charles River Community Health site (Brighton and Waltham) as needed. Must have excellent communication skills, particularly with people from diverse cultures. Experience in diverse cultures, with a strong commitment to promoting Diversity, Equity, and Inclusion. Must believe in the work we do at CRCH, with a strong passion to serve underserved populations. WHO WE ARE & WHAT WE DO Charles River Community Healths mission is to partner with individuals and families so they can thrive and lead healthier lives by delivering comprehensive, integrated, and equitable primary healthcare. CRCH is a comprehensive practice providing medical, pharmacy, dental, behavioral health, optical, and vision services to diverse underserved local communities. We serve over 13,500 patients annually, and 90% of those served are low income, while over 70% need services 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. We value caring for everyone with dignity, respect, and compassion, reducing cultural, financial and other barriers to care, and eliminating healthcare disparities for our patients. 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 Healthcare Call Center Representative rewarding and impactful! 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! Charles River Community Health is strongly committed to diversity and a workplace environment that respects, appreciates and values employee differences and similarities. #J-18808-Ljbffr
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