Call Center Associate

At White House Clinics, we believe in providing our employees with opportunity for both personal and professional growth in a challenging and rewarding work environment. We recognize the contributions that each person makes to the team and value each person’s input as we work to deliver outstanding patient care.

White House Clinics offers employees at all levels a highly competitive salary and a comprehensive benefit package – all full‑time employees receive health, dental, and short and long‑term disability insurance as well as a generous paid time off benefits.

At White House Clinics, we do health care differently. Our multi‑disciplinary care teams incorporate the expertise of medical, dental, behavioral health, pharmacy, and care navigation professionals to provide patients with comprehensive care designed to help them achieve their health goals. While our work is fast‑paced, our teams enjoy being able to work collaboratively to support patients.

This is a full‑time position which means as a White House Clinics employee you would enjoy a competitive wage and robust benefit package including:

Employer Paid Health, Life & Disability Insurance

4 Weeks of PTO

Retirement Plan

8 Paid Holidays

Many employees work alternative work schedules which allow them a day off during the week.

The Call Center Agent is primarily responsible for managing patient access to the clinic by identifying and responding to patient needs. Primary responsibilities include managing the telephone traffic into the Richmond, Berea, McKee, and Irvine clinics by delivering service to the patient or transferring to the appropriate department/location with preparatory information for expedited service. Managing patient demographic and contact information is high priority during all patient contacts.

The Call Center Agent influences patient flow and general pace of daily clinic business through scheduling decisions and work pace.

Accountable to the Call Center Team Leader (if applicable) and Clerical Service Line Manager and responsible for keeping the Call Center Team Leader (if applicable) and Clerical Service Line Manager informed of call center activities and problems that arise.

None.

This position requires sitting, some bending, stooping and stretching. Eye‑hand coordination and manual dexterity sufficient to operate a keyboard, photocopier, telephone, calculator, and other office equipment are also required. Position requires normal range of hearing and eyesight to record, prepare, and communicate appropriate reports. Employees will be required lift papers or boxes up to 50 pounds occasionally.

Work is performed in office environment and involves frequent contact with staff and the public. Position may involve dealing with angry or upset people.

• Manages telephone traffic into clinic by maintaining responsibility for answering incoming calls within two rings, using proper greeting and name. Schedules patient appointments and assists patients with rescheduling requests.
• Greets all patients and visitors promptly and pleasantly. Explains policies to patients and provides information to patients as necessary.
• Responsible for appointment scheduling, making sure enough time is allotted for special procedures or lengthy exams. Reschedules patients as instructed by the Service Line Manager during times when providers will be out of the office. Maintains complete understanding of appointment scheduling guidelines.
• Updates clerical information on all established patients. Always verifies the following information during each phone call with patient:
• Birthdate
• Address
• Phone Number
• Patient Primary Care Provider
• Assists with contacting patients to remind them of their upcoming appointments or to schedule follow‑up appointments from the recall list with providers.
• Provide superior customer service to all patients, external customers (office staff of other offices, hospital, community agencies, etc.), and co‑workers. Serves as an ambassador of the White House Clinics in all conversations and interactions with these parties.
• Assists with…