Call Center Representative

Fair Haven Community Health Care 

For over 54 years, FHCHC has been an innovative and vibrant community health center, catering to multiple generations with over 165,000 office visits across 21 locations. Guided by a Board of Directors, most of whom are patients themselves, we take pride in being a healthcare leader dedicated to delivering high-quality, affordable medical and dental care to everyone, regardless of their insurance status or ability to pay. Our extensive range of primary and specialty care services, along with evidence-based programs, empowers patients to make informed choices about their health. As we expand our reach to underserved areas, our commitment to prioritizing patient needs remains unwavering. FHCHC's mission is to enhance the health and social well-being of the communities we serve through equitable, high-quality, and culturally responsive patient-centered care.

The Call Center Representative works closely with patients and clinical professionals while utilizing excellent customer service skills, accurate data entry while professionally managing a high volume of incoming calls in a call center environment. Schedules patient appointments and perform tasks in medical records.

This position may offer the opportunity to work remotely after successfully completing an initial onsite training period.

Duties and responsibilities

The Call Center Representative will effectively triage calls and accurately schedule all new and existing patients with appropriate provider. Typical duties include but are not limited to:

• Schedule, utilize triage referral guidelines and script usage to assist patients who call into the call center
• Answer  multi-line  telephone  system,  screen  and  direct  telephone  calls  to  the  appropriate person in an efficient manner while utilizing appropriate paging system
• Accurately acquire, confirm and input demographic and insurance information for all patients.
• Perform other related duties as assigned. 

Qualifications

High School diploma, or GED is required. An Associate’s degree is highly preferred. Minimum of one to two year relevant work experience in a high volume medical call center highly preferred. The Call Center Representative is the first point of contact for our organization; must be compassionate, highly motivated, organized individual. Electronic  appointment   scheduling   and   data   entry experience required. Exceptional phone etiquette incorporating strong communication, interpersonal and customer service skills a necessity. Strong critical thinking and problem solving skills with the ability to work as a member of the team to serve patients is a must. Bi-lingual in English and Spanish is required.

Physical Requirements/Work Environment

• Variable 8 hr. shifts between 7am-8pm, including weekends as needed
• Minimal physical effort
• Must be able to operate computer and telephone continuously
• District travel as necessary

American with Disabilities Requirements:

External and internal applicants, as well as position incumbents who become disabled, must be able to perform the essential job specific functions (listed within each job specific responsibility) either unaided or with the assistance of a reasonable accommodation to be determined by the organization on a case by case basis.

Fair Haven Community Health Care is an Equal Opportunity Employer. FHCHC does not discriminate on the basis of race, religion, color, sex, age, non-disqualifying physical or mental disability, national origin, veteran status or any other basis covered by appropriate law. All employment is decided on the basis of qualifications, merit, and business need.