Call Center Coordinator

Reports to: Front Office Operations Manager

Department: Front Office

• High school diploma minimum.
• Previous experience with switchboard/reception in a fast-paced office
• Capable, sensitive, and articulate in conversational English.
• Computer literacy in general word processing and database applications.
• Ability to establish and maintain effective working relationships with other employees, individuals seeking assistance, and the general public.
• Reliable and professional in behavior and appearance.

• In accordance with established procedures, receives, takes messages and forwards all incoming phone calls as appropriate (to triage nurse, interpreters, outreach, or administrative departments) in a friendly manner.
• Refers sick call-ins to clinical nursing staff for triage.
• Takes and documents messages from callers as necessary using an electronic health record system.
• Facilitates general telephone operations.
• Efficiently schedules medical appointments of returning patients: notes, all necessary patient’s demographic information type of visit, and interpreter needs, if any.
• Maintains current knowledge of the time requirements of various categories of patient visits, preferences and work schedules of various physicians, and any interpretation needs..
• Ensure all patient enquiries and complaints are relayed to proper member of management
• Handle inquiries (regarding hours, location, programs, patient eligibility, etc.) in a professional manner.
• Inquire of all patients as to any change in address, phone, financial or insurance status.
• Coordinates and schedules appointments for the deaf and hearing impaired.
• Make patient reminder calls in a timely fashion.
• As time permits, may perform computerized word processing or data processing for administrative and medical staff.
• May assist patients or staff with bilingual interpretation as time permits.
• Assists staff in identifying/contacting external office support services.
• Maintains work area in a clean, organized and orderly fashion to facilitate interactions with other staff and to reflect well on the Health Center when viewed by the public.
• Maintains confidentiality of all health center information.
• All other duties as required.

• Prolonged periods of sitting at a desk and working on a computer.
• Must be able to lift up to 15 pounds at times.

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