Call Center Receptionist; Bilingual

Basic Duties

answer and screen incoming calls, schedule appointments or route calls appropriately, follow-up with online appointment requests, confirm appointments and update schedule for both centers.

• Accurately confirm client appointments and send appointment reminders through texting platform.
• Have a sense of urgency in answering calls, returning voicemails, following up with online appointment requests, scheduling new appointments, rescheduling appointments as needed and forwarding communications and messages to the appropriate staff and/or volunteers.
• Learn and maintain VOXO phone system knowledge and expertise, including managing call queues to ensure phone coverage.
• Learn and maintain Athena (medical records system) knowledge and expertise, ensuring proper documentation, accurate client information (name spelling, phone number, etc.) and schedule for both centers.
• Learn and perform TPCN billing in a timely/concise manner in compliance with program rules.
• Complete annual and mid-year training by given deadline.
• Learn and maintain Genesis (case management system) knowledge and expertise, including accurate client data entry and assigning clients to appropriate advocate.
• At supervisor’s direction, open/close appointment slots in Athena.
• Proactively monitor schedule and identify any appointment conflicts in advance of potential issue.
• Be knowledgeable of community resources and PACN partnership to provide referrals for callers seeking services outside of the ministry’s scope.
• Assist with administrative or data entry duties as needed.
• Be proficient with Microsoft Office.
• Provide support to directors, medical and client care teams as needed.
• Perform opening and/or closing duties as necessary.
• Assist in keeping front office and waiting room neat, clean and organized.
• Assist with strict translation between PACN staff/volunteers and clients.