This is a Temporary Full time, 40 hours, position. Our hours of operation are Monday-Friday 8am-8pm, Saturday 8am-5pm.

This is a remote position with ability to come in for trainings and team meetings as needed.

The Central Scheduling/Call Center Representative position serves as the primary contact for patients attempting to schedule, cancel or confirm an appointment, reach their provider or clinician, reach other services and programs, and other clients ask general questions about Lowell Community Health Center. Project a professional company image through phone interaction. Call Center efforts will be coordinated with all departments, such as; Adult Medicine, Family Practice, OB-GYN/Prenatal, Family Planning, Behavior Services, Carinos/HIV Counseling and Testing, OBOT Program (Inpatient and Outpatient Substance Abuse Services), Pediatric, Nutrition, Podiatrist, Diabetic, Health Promotion Programs and others.

ESSENTIAL DUTIES AND RESPONSIBILITIES

• Answering phones in a professional and courteous manner and responding to patient’s request when appropriate.
• Making, cancel appointments that patients request such as follow-ups, physicals, sick visits, providers appointments, request medication and clinician appointments
• Transferring calls to appropriate departments or staff.
• Identify, research and resolve caller’s issues using the computer system, and by bringing issues to Central Scheduling/Call Center Supervisor.
• Perform welcome calls and document in the tracking of database.
• Oriented the patient about our services, departments and providers.
• Use questioning and listening skills that support effective telephone communication.
• Understand the impact of attitude in handling calls professionally.
• Use the most appropriate way to communicate with different behavior types on the telephone. Apply the proper telephone etiquette.
• Display Time flexibility towards shifts as per work department requirements

QUALIFICATIONS/EDUCATION and/or EXPERIENCE:

• A high school diploma, or equivalent is required
• 2 years Previous experience in a customer service position and/or medical related field strongly preferred
• Proficient in Khmer, Portuguese, Spanish, or Vietnamese strongly preferred
• Strong customer service and communication skills required
• Ability to work effectively in high call volume environment required
• Computer skills necessary
• Ability to utilize appropriate resource to respond to customer inquiries
• Inquires will include questions/concerns about enrollment, eligibility, ID cards, clinic changes demographics changes, benefit coverage

LANGUAGE SKILLS: Bilingual. Proficient in Khmer, Portuguese, Spanish, or Vietnamese preferred.

SPECIFIC KNOWLEDGE, SKILLS AND ABILITIES:

• Excellent grammar, written and oral communication skills.
• Excellent listening skills and the ability to ask questions, and understand the patient's concerns.
• Ability to type 40 wpm+
• Ability to learn and navigate new software quickly.
• Skilled in working with desktop computer software such as MS Office, eCW, MSI with the ability to quickly adapt to new software applications.
• Strong work ethic and self-starter, able to effectively manage multiple priorities and adapt to change within a fast-paced medical environment.
• Must possess and professional and friendly attitude and be able to quickly develop a rapport with patients over the phone.
• Excellent problem-solving, communication, and customer service skills

We're an equal opportunity employer. All applicants will be considered for employment without attention to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran or disability status.