Call Center Representative

Job Description

Finger Lakes Community Health uses BambooHR for the hiring and onboarding of our staff. All communications for recruitment will come directly from BambooHR ([email protected]) and may appear as spam.

About Finger Lakes Community Health:

Finger Lakes Community Health (FLCH) was founded in 1989 with an original mission of serving the region's agricultural workers by linking individuals to area resources and providing essential health services. In 2009 the organization expanded to become a Federally Qualified Health Center (FQHC), serving patients of all incomes, ethnicities, and walks of life. Over the last decade, FLCH has grown to provide medical, dental, and behavioral health services to over 28,000 patients at eight health centers. With over 200 employees we strive to provide high-quality and innovative health care services to the Finger Lakes Region.

Benefits Offered:

Monday through Friday schedule, closed all major holidays

Medical insurance with a 90%+ employer contribution

Dental, Vision, and Life insurance

Safe Harbor 3% 401k contribution

Robust PTO offerings

Education reimbursement

Job Summary:

The Call Center Representative is responsible for providing quality customer service to individuals calling Finger Lakes Community Health. This position ensures callers have their requests handled promptly and are directed to the appropriate departments.

Main Responsibilities:

General Call Handling

Greet callers with the appropriate call center contact script

Verify patient account information

Answer questions and provide general information about Finger Lakes Community Health services

Route calls to appropriate Finger Lakes Community Health department

Address caller requests including but not limited to:

Scheduling an appointment

Refilling a prescription

Acute symptoms

Registering as a new patient

Outside provider, hospital, or pharmacy calls

Prioritize patient needs with provider availability when scheduling as determined by scheduling guidelines

Escalate calls following call center guidelines to ensure emergency and acute requests are replied to in a timely manner

Contact patients directly to schedule appointments and provide information as directed by provider, telephone encounters, actions, or call center management

Perform tasks efficiently to achieve identified call center metrics

Review call center metrics with department to identify areas of concern or improvement needed

Assist with call center coverage at various Finger Lakes Community Health sites as needed

Other duties as assigned

Documentation

Maintain comprehensive record of caller interactions through telephone encounters, actions, and referrals in the electronic health record system

Address telephone encounters and actions in the electronic health record system in accordance with Finger Lakes Community Health policies and procedures

Education and Qualifications :

Highschool Diploma or GED

Customer service experience preferred, but not required

The ability to work flexible hours -- some evenings are required

The ability to communicate fluently in both Spanish and English is strongly preferred

Physical Requirements:

Must be able to hear and communicate with clients and staff via phone, web media, and in person.

Must be able to lift up to 40 lbs.

Must be able to sit for extended periods of time

Must be able to kneel, crawl, or bend into awkward spaces

OSHA Level 3

Finger Lakes Community Health uses BambooHR for the hiring and onboarding of our staff. All communications for recruitment will come directly from BambooHR ([email protected]) and may appear as spam.