Call Center Representative (Hybrid)
Erie Family Health Centers, Chicago, IL, United States
Overview
Join the Erie team! Motivated by the belief that healthcare is a human right, we provide high quality affordable care to support healthier people, families, and communities. Erie Family Health Centers delivers holistic care to help every member of the family stay healthy and active from infancy through adulthood. Since 1957, we have provided high-quality care to diverse patients most in need, regardless of their insurance status, immigration status, or ability to pay. Erie Family Health Centers, a nationally recognized top workplace with 14 sites in Chicago and suburbs, is looking for a valuable addition to our Patient Access Team.
Responsibilities
Handle an average of 70 calls per day (approximately 350 calls per week), depending on call volume.
Answer all incoming telephone inquiries related to daily appointment scheduling, provider and clinic staff availability, Erie services, and general patient information – including medical, dental, and triage services. Bilingual candidates will be assigned to Spanish queues as needed, based on call volume and Workforce Manager direction.
Attend all required trainings and professional development sessions including Electronic Health Records (EHR) training on the second day of employment to ensure proficiency in patient scheduling and record management.
Meet the required occupancy goal of 80%.
Schedule appointments in accordance with site-based guidelines for all patients.
Update patient demographic and insurance information at the time of scheduling.
Verify Individual Health Coverage (IHC) eligibility – ensure that all patients with a medical card are enrolled in the IHC program with Erie Family Health Centers (EFHC) through the MEDI system.
Identify and assist patients who are eligible for State Health programs (e.g., ALL KIDS, IHC, etc.).
Page nurses and providers as needed, ensuring urgent messages are relayed through the airmail intranet.
Properly route and handle all telephone calls – administrative, clinical, and informational – in compliance with departmental guidelines.
Manage voicemails by diverting calls, recordings, and distributing accurate messages; monitor voicemail functionality as needed.
Send messages accurately to the designated department based on the patient’s request.
Correct scheduling errors within a reasonable timeframe.
Support new hires by assisting with call shadowing.
Patient Satisfaction: Provide excellent customer service and assist all patients in a professional and courteous manner.
Perform other duties as assigned.
Qualifications Education
High School Diploma or equivalent required
Healthcare operations or administration experience preferred
Skills And Knowledge
One year of call center experience required
Strong computer skills including Microsoft Office, experience with dual screens, and navigating between multiple applications at once
Ability to type at minimum 25 words per minute
Exhibits essential customer service focused commitment demonstrating active listening, focus on issue resolution, sharp attention to detail, and analytical and problem-solving abilities to meet and exceed the needs of our patients
Proven track record of reliability and demonstrates importance of attendance and maintaining a positive work environment, arriving on time and with minimal absenteeism
Experience working in a fast paced, rapidly changing environment
Previous work from home experience is preferred but not required
Ability to consistently maintain metric and quality requirements
An Illinois-Issued drivers license or state ID is required. This can be obtained prior to starting.
Bilingual proficiency in English and Spanish is required.
Hybrid Work HYBRID Work from Home Opportunity: Must be able to work flexible hours which may include evenings and weekends. Local candidates are preferred.
The Erie Advantage Pledge WORKING TOGETHER FOR WHAT MATTERS MOST
Our mission, vision, and values unite us.
Our voices matter.
We do things well.
Our inclusive culture promotes balance and belonging.
We find our career sweet spot at Erie.
Compensation and Benefits
– Erie offers competitive salaries and a comprehensive benefits package including medical, dental, vision, life and disability insurance, Flexible Spending Account (FSA) for health care or childcare, and retirement programs with a 401(k) match up to the first 5% of base pay. Annual PTO starts at 15 days plus 8 paid holidays. Salary is based on experience and qualifications; range is identified for the role and increases may apply for additional skills and education.
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Responsibilities
Handle an average of 70 calls per day (approximately 350 calls per week), depending on call volume.
Answer all incoming telephone inquiries related to daily appointment scheduling, provider and clinic staff availability, Erie services, and general patient information – including medical, dental, and triage services. Bilingual candidates will be assigned to Spanish queues as needed, based on call volume and Workforce Manager direction.
Attend all required trainings and professional development sessions including Electronic Health Records (EHR) training on the second day of employment to ensure proficiency in patient scheduling and record management.
Meet the required occupancy goal of 80%.
Schedule appointments in accordance with site-based guidelines for all patients.
Update patient demographic and insurance information at the time of scheduling.
Verify Individual Health Coverage (IHC) eligibility – ensure that all patients with a medical card are enrolled in the IHC program with Erie Family Health Centers (EFHC) through the MEDI system.
Identify and assist patients who are eligible for State Health programs (e.g., ALL KIDS, IHC, etc.).
Page nurses and providers as needed, ensuring urgent messages are relayed through the airmail intranet.
Properly route and handle all telephone calls – administrative, clinical, and informational – in compliance with departmental guidelines.
Manage voicemails by diverting calls, recordings, and distributing accurate messages; monitor voicemail functionality as needed.
Send messages accurately to the designated department based on the patient’s request.
Correct scheduling errors within a reasonable timeframe.
Support new hires by assisting with call shadowing.
Patient Satisfaction: Provide excellent customer service and assist all patients in a professional and courteous manner.
Perform other duties as assigned.
Qualifications Education
High School Diploma or equivalent required
Healthcare operations or administration experience preferred
Skills And Knowledge
One year of call center experience required
Strong computer skills including Microsoft Office, experience with dual screens, and navigating between multiple applications at once
Ability to type at minimum 25 words per minute
Exhibits essential customer service focused commitment demonstrating active listening, focus on issue resolution, sharp attention to detail, and analytical and problem-solving abilities to meet and exceed the needs of our patients
Proven track record of reliability and demonstrates importance of attendance and maintaining a positive work environment, arriving on time and with minimal absenteeism
Experience working in a fast paced, rapidly changing environment
Previous work from home experience is preferred but not required
Ability to consistently maintain metric and quality requirements
An Illinois-Issued drivers license or state ID is required. This can be obtained prior to starting.
Bilingual proficiency in English and Spanish is required.
Hybrid Work HYBRID Work from Home Opportunity: Must be able to work flexible hours which may include evenings and weekends. Local candidates are preferred.
The Erie Advantage Pledge WORKING TOGETHER FOR WHAT MATTERS MOST
Our mission, vision, and values unite us.
Our voices matter.
We do things well.
Our inclusive culture promotes balance and belonging.
We find our career sweet spot at Erie.
Compensation and Benefits
– Erie offers competitive salaries and a comprehensive benefits package including medical, dental, vision, life and disability insurance, Flexible Spending Account (FSA) for health care or childcare, and retirement programs with a 401(k) match up to the first 5% of base pay. Annual PTO starts at 15 days plus 8 paid holidays. Salary is based on experience and qualifications; range is identified for the role and increases may apply for additional skills and education.
#J-18808-Ljbffr