Call Center Rep Level I

Position: Call Center Rep Level 1 (Part-Time, Benefit Eligible)

Hours: 24 hours/week

Schedule: Monday-Friday, & Saturday 8:00 AM - 12:00 PM

FTE: 0.6

Pay Range: The expected base pay for the position is $18-$25 per hour and may be increased based on other factors, such as language, certifications, etc.

Primary Function:

The Call Center Representative Level I provides exceptional and consistent customer service to all customers calling UCHC's Call Center or walking in for services. The Call Center Representative ensures that all callers or walk-ins to UCHC experience timely, accurate, and comprehensive service and responses to their inquiries or reason for call/walk-in. The Representative follows all call and walk-in protocols as trained, including appropriate greeting, answering and handling of calls and/or walk-ins, patient identification, demographic, account, and insurance verification, PCP assignment, appointment history review and scheduling protocols, telephone encounter documentation, and accurate and complete data entry and documentation in all computer systems, including the Electronic Medical Record (EMR) system.

The Call Center Representative should have the ability to perform all emergency protocols, such as call codes and appropriate use of the overhead emergency paging system, and make patient outreach from assigned work queues, My Chart referrals, after-hours answering service follow up, and reminder calls. The person in this position supports multiple clinical departments, such as Primary Care, Urgent Care, Ob/Gyn, Teen Clinic Specialties, etc. and follows all health center policies and procedures on patient confidentiality/HIPAA and all health center-wide guidelines.

Duties & Responsibilities:

• Answer incoming UCHC main phone line including patient calls (appointment scheduling, documentation and routing of appropriate calls such as refill requests), operator calls, and paging.
• Administratively triage patients presenting with an urgent need for an appointment and interface with the Triage Nurse and/or Urgent Care clinical staff on scheduling a Urgent Care, Same Day appointment, or transfer to a nurse regarding advice to go to the Emergency Room, discharge planning and/or critical results.
• Handle appointment scheduling including knowledge/competence in all resources and scheduling protocols to assist patients and staff in appropriately scheduling patient appointments with providers.
• Make outbound calls to patients based on the Re-schedule and appropriately re-schedule the patients as directed.
• Make manual reminder calls as directed.

Information Desk Related Tasks

• Welcome, greet and appropriately direct all patients and other customers walking into UCHC Lobby.
• Maintain knowledge/competence in UCHC Emergency Codes and process, including use of Emergency Button.
• Manage patient requests for free transportation through Boston Medical Center (BMC), specifically Uber.

Urgent Care Reception Tasks

• Accurately and completely check patients in and out of OCHIN and other systems following all protocols.
• Manage cash collection following all protocols.

General

• Become cross-trained to cover other duties as needed.
• Attend staff meetings.
• Interpret for patients as requested.
• Perform other duties as needed.