Call Center Associate 

Non-Exempt, Full Time Position

 

Date Posted: August 2020

Department: Adult Medicine

Since 1970, Community Health Services has existed to provide comprehensive health care services to the struggling residents of Hartford and Windsor. We were made for the community, by the community, to offer a full spectrum of services to include medical, behavioral health care, dental care, a full-service pharmacy and more. Our goal is to offer our patients a medical home; a place where they can come for all of their needs; a place where the clinical staff know them by their first name. Our dedicated staff demonstrate the good we can do on a daily basis when we provide quality care with dignity to each and every individual. We want to help our patients get all of the health care they need -- when they need it -- so they may too live a healthier and happier life.

Community Health Services, Inc. is seeking a Call Center Associate for our Adult Medicine Department’s primary location in Hartford, CT. The incumbent’s primary responsibility is to consistently provide excellent customer service through the acceptance and satisfactory completion of incoming calls. Thoroughly and efficiently gather all customer information to investigate and resolve all inquiries in a timely manner. This position reports directly to the Adult Medicine Practice Administrator. This multi-disciplinary work will be in alignment with Community Health Services’ Organizational Core Values and the Patient Centered Medical Home approach to care.

Key competencies required:

  • Integrity - Must be trustworthy and principled when faced with complex situations

  • Ability to build positive work relationships - Mutual trust and respect will be essential to the collaborative relationships required

  • Communication - Ability to generate concise, compelling, objective and data-driven reports

  • Teamwork - Working well with others is required in the organizations collaborative environment

  • Coping/Flexibility: Resiliency in adapting to a variety of situations and individuals while maintaining a sense of purpose and mature problem-solving approach is required.

  • Empathy/Customer Service: Customer-focused behavior; helping approach, including listening skills, patience, respect, and empathy for another's position.

  • Diversity - Must be capable of working in a culturally diverse environment. 

  • Continuous Learning - Must be open to learning and skill development. As organizational needs evolve, must be proactive about developing new areas of expertise.

  • In accordance with our organization’s Mission, Vision and Core Values

The successful candidate will:

Required Knowledge, skills and experience

  • High School graduate or equivalent

  • Detail-oriented

  • Demonstrate a high level of accuracy in the completion of complex multi caller telephone support

  • Outstanding human relations and leadership skills and the ability to function in a team environment

  • One year of experience in customer service and/or related clinical environment with working knowledge of medical terminology

Preferred knowledge/experience required beyond minimum qualifications:

  • Bilingual (English/Spanish) preferred

  • Associates Degree preferred

  • Excellent typing and computer skills

  • Ability to handle a "call center" environment, work quickly, multi-task and prioritize appropriately

  • 1-2 years' call center, telemarketing, customer service, administrative or sales experience preferred

Essential Functions:
  • Superior communication skills, human relations and leadership skills with the ability to build and maintain positive and productive relationships with clinical and administrative staff, patients, external partners and stakeholders.

  • Professionally handle high volume of incoming calls for the Adult Medicine department to provide patient-focused service to continuously improve patient and staff satisfaction

  • Work is performed following departmental procedures to deliver quality service in a call center environment using the Patient Centered Medical Home approach to care

  • Good judgment, initiative and a pro-active style in identifying the needs of customers while appropriately collaborating with other internal departments

  • Answer multiple phones lines with a warm welcome inviting the caller to schedule an appointment and/or offer assistance and thanking them for their call.

  • Notify the appropriate staff/physicians of any emergent calls from a hospital, facility, physician and/or patient immediately.

  • Familiarity with medical terminology, billing operations both on the front and back ends preferred.

  • Communicates information clearly and accurately while acting as a patient advocate.

  • Addresses and resolves client issues in a timely manner, utilizing chain of command as appropriate, as well as providing timely feedback to the company regarding service barriers or customer concerns as needed.

  • EHR (electronic health record) knowledge preferred: NextGen

  • Introduce patients to our patient portal and functions available within portal.

  • Verify patient demographics to schedule appointments correctly - review appointment date, time, location, and provider name with caller. Works collaboratively with other departments and transfers calls when appropriate.

  • Updates account information if necessary to adequately reflect proper payer for follow-up and billing

  • Accurately document all necessary information into the appointment notes.

  • A resourceful, mature problem-solving attitude

  • Ability to multitask and professionally handle fast paced, high volume atmosphere

  • Flexibility to cross-cover the front desk reception area as needed with possibility of occasional late night coverage

  • Performs other duties as assigned

 

Must have the ability to:

 

  • Write and communicate effectively

  • Work well independently and as part of a team

  • Work collaboratively across departments to understand and meet the organization’s analytic needs

  • Be open to pursuing additional training/education as required to meet emerging requirements

  • Manage and prioritize workload while meeting deliverables and expectations

  • Generate a quality work product, presentable for content and audience, in a timely manner while maintaining strong attention to detai

TYPICAL PHYSICAL DEMANDS: Requires sitting for long periods of time.  Occasional bending, stretching or lifting.  May require contact with individuals with communicable diseases and/or blood borne pathogens. Requires the ability to work under high stress conditions for long periods of time. Ability to hear a normal range voice.  Ability to prepare written reports and use telephone equipment.

TYPICAL WORKING CONDITIONS:  Normal office environment.  Potential exposure to communicable diseases and other conditions in a health center environment. 

Some benefit programs available to eligible employees include:
  • Medical Insurance

  • Dental Insurance

  • Vision Insurance

  • 401(k) Plan and up to 4% Employer Match

  • Generous Paid Time Off

  • 9 Paid Holidays

  • Competitive Pay

  • Employer Paid Life Insurance

  • Employer Paid Short Term Disability

  • Employer Paid Long Term Disability

  • Employee Assistance Programs

  • Worker's Compensation

  • Various Leave Programs - Bereavement, Military, Maternity, and more

Community Health Services is An Equal Opportunity/Affirmative Action Employer. 
All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or veteran status, age or any other federally protected class.