General Description:

This position is responsible for performing a full range of customer service-oriented telephone support and managing large amounts of inbound and outbound calls in a timely manner. The Call Center Coordinator will serve as a liaison between CHC and its current or potential patients and customers. The Call Center Coordinator must ensure that each caller has a positive experience and works closely with physicians, managers, and office staff in coordinating patient care. This role includes all aspects of appointment scheduling.

Reports to:                 Front Office Operations Manager

Salary/Status:           Non-Exempt

Department:              Front Office

Minimum Requirements:

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

Principle Responsibilities and Duties:

1. 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.
2. Refers sick call-ins to clinical nursing staff for triage.
3. Takes and documents messages from callers as necessary using an electronic health record system.
4. Facilitates general telephone operations.
5. Efficiently schedules medical appointments of returning patients: notes, all necessary patient’s demographic information type of visit, and interpreter needs, if any. 
6. Maintains current knowledge of the time requirements of various categories of patient visits, preferences and work schedules of various physicians, and any interpretation needs..
7. Ensure all patient enquiries and complaints are relayed to proper member of management
8. Handle inquiries (regarding hours, location, programs, patient eligibility, etc.) in a professional manner.
9. Inquire of all patients as to any change in address, phone, financial or insurance status.
10. Coordinates and schedules appointments for the deaf and hearing impaired.
11. Make patient reminder calls in a timely fashion.
12. As time permits, may perform computerized word processing or data processing for administrative and medical staff.
13. May assist patients or staff with bilingual interpretation as time permits.
14. Assists staff in identifying/contacting external office support services.
15. 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.
16. Maintains confidentiality of all health center information.
17. All other duties as required.

Working Conditions

This position also requires the ability to use a computer, work at a computer workstation, view a CRT and have some knowledge of a keyboard.  From time to time, this position requires the ability to work long and arduous hours.

JOB CODE: 10