Call Center Representative

Job Description:

• Greet callers with the appropriate call center contact script
• Verify patient account information
• Answer questions and provide general information about Finger Lakes Community Health services
• Route calls to the appropriate department
• Handle requests including appointment scheduling, prescription refills, acute symptoms, new-patient registration, and outside provider, hospital, or pharmacy calls
• Prioritize patient needs with provider availability when scheduling according to guidelines
• Escalate calls to ensure emergency and acute requests are handled promptly
• Contact patients to schedule appointments and provide information as directed
• Perform tasks efficiently to achieve call center metrics
• Review call center metrics to identify concerns or improvement areas
• Assist with call center coverage at various Finger Lakes Community Health sites as needed
• Maintain comprehensive records of caller interactions in the electronic health record system
• Address telephone encounters and actions in the electronic health record system according to policies and procedures
• Perform other duties as assigned

Requirements:

• Highschool Diploma or GED
• Customer service experience preferred, but not required
• The ability to work flexible hours — some evenings are required
• The ability to communicate fluently in both Spanish and English is strongly preferred
• Must be able to hear and communicate with clients and staff via phone, web media, and in person
• Must be able to lift up to 40 lbs.
• Must be able to sit for extended periods of time
• Must be able to kneel, crawl, or bend into awkward spaces
• OSHA Level 3

Benefits:

• Monday through Friday schedule, closed all major holidays
• Medical insurance with a 90%+ employer contribution
• Dental, Vision, and Life insurance
• Safe Harbor 3% 401k contribution
• Robust PTO offerings
• Education reimbursement