Job Description
Job Title: Call Center Representative
Position Code: B08N Non-exempt
Department: Health Center Operations
Union Exempt: No
The following statements describe the general nature and level of work performed. They are not an exhaustive list of all responsibilities, duties, or skills required.
Responsibilities
Collect patient information and perform extensive data entry under the supervision of the Billing and Coding Manager and/or Call Center Supervisor.
Schedule patients for appointments with Health Clinics.
Coordinate schedules with Health Center Managers.
Collaborate with PCFs to manage referrals.
Follow up on returned mail for FCCH and work with sites to obtain updated information.
Maintain patient account confidentiality.
Answer calls and respond to emails, handling customer inquiries both telephonically and by email.
Research required information using available resources.
Provide patients with program information.
Update existing patient information.
Identify and escalating priority issues.
Route calls to the appropriate resource.
Document all call information according to standard operating procedures.
Perform miscellaneous job‑related duties as assigned.
Qualifications
Minimum Education and Experience: High school diploma or GED; one year of call center experience preferably in a healthcare setting and an overall average of 80% on data entry and typing tests.
Experience with Microsoft Office Suite.
Bilingual English/Spanish preferred.
Licenses/Certifications Required: N/A
Knowledge, Skills, and Abilities
General knowledge of computerized practice management systems.
Proficiency in relevant computer applications.
Ability to learn billing and collection systems within federally chartered community health centers.
Excellent communication skills with tact and diplomacy when interacting with diverse groups of people, including patients, staff, and providers.
Ability to work on a variety of assignments and in a team environment.
Attention to detail and exceptional listening skills.
Customer service orientation and knowledge of customer service principles and technology.
Record‑keeping and data maintenance skills.
Adaptability, teamwork, and stress tolerance.
Ability to learn Medicare, Medicaid, and other third‑party payers.
Knowledge of and compliance with program regulations and laws.
Physical Requirements
Good dexterity to operate a personal computer and office equipment; occasional lifting and carrying related to office duties.
Capable of using office machines and personal computers for word processing, data entry, and spreadsheet applications.
Must read a computer monitor and output accurately; must communicate clearly and accurately for work and safety compliance.
Work is primarily inside an office in a controlled environment; normal office safety precautions are required.
Work hours: Mondays through Fridays; weekends and evenings may be required to meet deadlines.
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The following statements describe the general nature and level of work performed. They are not an exhaustive list of all responsibilities, duties, or skills required.
Responsibilities
Collect patient information and perform extensive data entry under the supervision of the Billing and Coding Manager and/or Call Center Supervisor.
Schedule patients for appointments with Health Clinics.
Coordinate schedules with Health Center Managers.
Collaborate with PCFs to manage referrals.
Follow up on returned mail for FCCH and work with sites to obtain updated information.
Maintain patient account confidentiality.
Answer calls and respond to emails, handling customer inquiries both telephonically and by email.
Research required information using available resources.
Provide patients with program information.
Update existing patient information.
Identify and escalating priority issues.
Route calls to the appropriate resource.
Document all call information according to standard operating procedures.
Perform miscellaneous job‑related duties as assigned.
Qualifications
Minimum Education and Experience: High school diploma or GED; one year of call center experience preferably in a healthcare setting and an overall average of 80% on data entry and typing tests.
Experience with Microsoft Office Suite.
Bilingual English/Spanish preferred.
Licenses/Certifications Required: N/A
Knowledge, Skills, and Abilities
General knowledge of computerized practice management systems.
Proficiency in relevant computer applications.
Ability to learn billing and collection systems within federally chartered community health centers.
Excellent communication skills with tact and diplomacy when interacting with diverse groups of people, including patients, staff, and providers.
Ability to work on a variety of assignments and in a team environment.
Attention to detail and exceptional listening skills.
Customer service orientation and knowledge of customer service principles and technology.
Record‑keeping and data maintenance skills.
Adaptability, teamwork, and stress tolerance.
Ability to learn Medicare, Medicaid, and other third‑party payers.
Knowledge of and compliance with program regulations and laws.
Physical Requirements
Good dexterity to operate a personal computer and office equipment; occasional lifting and carrying related to office duties.
Capable of using office machines and personal computers for word processing, data entry, and spreadsheet applications.
Must read a computer monitor and output accurately; must communicate clearly and accurately for work and safety compliance.
Work is primarily inside an office in a controlled environment; normal office safety precautions are required.
Work hours: Mondays through Fridays; weekends and evenings may be required to meet deadlines.
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