Call Center Operator

Remote

Salary Range:$18.96 To $25.65

Are you passionate about providing excellent customer service and making a difference in your community? Hawaii Island Community Health Center is looking for a dedicated Call Center Operator to join our team!

As a Call Center Operator, you will play a crucial role in ensuring smooth communication within our clinic. Under the general direction of the Director of Patient Access and direct supervision of the Call Center Manager, you will manage a multi-line switchboard, greet callers, answer questions, route calls, and provide professional and courteous customer service. Not a remote position.

• Answer a high volume of inbound calls promptly and courteously.
• Screen calls and connect callers to the appropriate departments or individuals.
• Provide general information about our programs, functions, and services.
• Assist with scheduling, rescheduling, canceling, and confirming clinic appointments.
• Forward calls requesting referrals, medication refills, lab test orders, and results to the appropriate departments.
• Maintain daily records of patient calls and encounters.
• Ensure customer satisfaction by maintaining a positive, empathetic, and professional attitude.
• Communicate effectively with callers/patients, actively listening and facilitating access to services or resolution of complaints.
• Register new patients and update registration information for existing patients.
• Collect and update personal, demographic, health, and insurance information accurately in the patient’s chart.
• Follow department protocols in handling difficult, angry, or disruptive callers.
• Participate in ongoing customer service, telephone, and software skills training.

• High School graduate or GED certificate with six months to one year of related experience and/or training; OR any equivalent combination of experience, training, and/or education.
• Basic knowledge of general office procedures including filing, copying, and faxing.
• Ability to use a computer to enter patient data and retrieve information.
• Ability to work on multiple tasks within established deadlines.
• Ability to work under the direction of a Manager and follow instructions.
• Initiative to resolve patient concerns and problems.
• Strong communication skills to interact effectively with diverse groups of people, including staff, providers, and patients.
• Sensitivity to the multicultural nature of the service area population; may be required to communicate in another language.