Call Center Representative

Call Center Representative

Call Center Representative (Bilingual Preferred)

Starting Pay Range: $16.50 - $19.41 an hour

Pueblo Community Health Center offers a flexible benefits program to full-time and part-time employees working 20 hours or more per week. Benefit opportunities presently available to employees are listed below:

• Medical Insurance
• Dental Insurance
• Vision Insurance
• Long-Term Disability Insurance
• Short-Term Disability Insurance
• Life Insurance
• 403(b) Tax-Sheltered Annuity Plan
• Cafeteria 125 Flexible Spending Account

In addition to the benefits available for purchase through the Cafeteria 125 plan, Pueblo Community Health Center offers supplemental insurances and generous paid time off benefits including holidays and personal time off (PTO). The organization also contributes to the employee's tax-sheltered annuity plan after one year of service.

Job Summary:

Answer and direct telephone calls, schedule appointments, answer inquiries and questions, troubleshoot problems and provide excellent customer service, maintain confidentiality.

Reports to:

Clinic Support Services Supervisor

Supervision Exercised:
None

Education/Experience/License/Certification:

• High School Diploma or Equivalent
• A minimum of one year experience in a medical office preferred
• Experience in appointment scheduling

Required Travel:
Infrequent travel may include limited local travel

Knowledge/Skills/Abilities:

• Good typing skills and computer working knowledge. Knowledge of ten-key machine. Ability to use routine office equipment, phone, copier, etc.
• Ability to handle confidential and sensitive information to communicate effectively on the telephone.
• Excellence in public relations and communication skills including identifying and responding appropriately to patient concerns.
• Conversational Spanish preferred (may be required depending on departmental needs) excellent organizational skills and ability to work in a multi-tasked environment.
• Essential to have ability to understand verbal information and instruction, exchange verbal information and to present information verbally.
• Essential to have ability to read and understand written materials, and to have ability to compose information and instruction in written form.
• Essential to have ability to memorize.
• Essential to have ability for reason mathematically and to have analytical and problem-solving skills.

Essential Duties and Responsibilities:

• Ensure the function and activities of this department to embrace the philosophy, mission, values and Communicate with Heart service model supported by the Board of Directors of Pueblo Community Health Center, Inc.
• Adhere to the guidelines and procedures of Pueblo Community Health Center, Inc.
• Answer multiple phone lines and handle calls according to procedures.
• Greets caller as they contact the center by telephone.
• Respond to patients' inquiries, requests, dispute over the phone, and route it to the appropriate department or staff.
• Identify and escalate priority issues.
• Accurately schedule all necessary appointments.
• Confirm daily appointments and update demographic and insurance information.
• Enroll new patients into the system in order to obtain necessary screening and medical appointments.
• Answers inquiries by clarifying desired information; researching, locating, and providing information.
• Provide coverage on holidays and during extended hours as needed.
• Perform general office duties such as recordkeeping, filing, copying, scanning, etc.
• Process patient calls and messages through Next Gen's electronic message/tasking system. Perform other duties as assigned.

The above duties are not all inclusive and are not intended to limit or define the duties that may be assigned.

Physical Demands:

• The employee frequently communicates with employees and the public while performing routine office tasks and must be able to exchange accurate information.
• The employee frequently retrieves and disseminates information using written materials and electronic devices.
• The employee frequently observes, receives and otherwise obtains information from all relevant sources and identifies information by categorizing, recognizing differences or similarities, and detecting changes in circumstances or events.
• The employee frequently operates computers and other office productivity equipment.
• The employee frequently remains in a stationary position while performing routine office tasks.
• The employee occasionally moves about the office; and positions self while performing routine office duties such as accessing files and operating equipment.
• The employee occasionally moves or positions objects weighing up to 25 pounds while performing routine office duties such as opening file drawers, moving files, etc.

Closing Date:
Open until filled.

Pueblo Community Health Center is a tobacco and drug-free workplace. EOEA