Call Center Representative

Join our team at Malama I Ke Ola Health Center and make a real difference in our community We're looking for a compassionate, customer-focused professional to be the welcoming voice of our clinic and help patients access the care they need. If you thrive in a fast-paced environment, enjoy helping others, and want to grow your skills in healthcare, this role offers great benefits, supportive teammates, and the chance to be part of a mission-driven organization.

Join the Malama I Ke Ola Health Center Team

• Team-Based Work Environment
• 90 Day Introductory Period
• Awesome benefits
• • Medical, Dental, Vision, life insurance, short & long-term disability, and 403(b) Retirement Plan, FSA, and other voluntary benefits
• Vacation, Holiday and Sick Benefits

ESSENTIAL DUTIES AND RESPONSIBILITIES:

• Ensures that the privacy of all patient medical information in accordance to HIPAA regulations and company policies and procedures.
• Answers all incoming telephone calls in a professional manner at all times.
• Ensures that all calls are handled in an expedited and efficient manner accurately and courteously.
• Ensures use of professional language and grammar, avoiding slang and lingo.
• Maintains an upbeat tone of voice when responding to customers throughout the entire call.
• Schedule appointments based on availability and continuity of care, verifies insurance information, update demographics, and informs patients of necessary documentation for health center visits.
• Informs and provides basic information regarding Malama I Ke Ola Health Center, directions and all available services.
• Assesses/troubleshoots caller needs and transfers calls to the appropriate staff within the department as needed.
• Call patients to confirm appointments a week before and the day of, and advise the patient to check in 20 or 30 minutes before the appointment/s.
• Conveys ownership of the call and offers appropriate options for resolution to reduce call backs from the patients/caller/s.
• Utilizes established policies and procedures for scheduling, transferring, verifying insurance, and escalating calls.
• Appropriately documents all interactions and activities relevant to the call
• Reports all telephone systems and computer problems immediately to the HIT Manager or IT Support
• Maintains a professional customer service focus at all times.
• Documents patient's complaints and reports all incidents to the HIT Manager in a timely manner.
• Attends all training and in-service meetings
• Compliance with Employee Health Services.
• Facilitates related services for health center patients as appropriate with respect to their confidentiality and privacy.
• Check patient portal Front Desk inbox and update patient's demographics as needed.
• Performs other related duties as assigned.

Qualifications

• High School diploma or equivalency
• Must have a knowledge of medical terminology
• At least two (2) years' experience in customer service with at least one (1) year of experience in a call center environment.
• Must have excellent verbal communication skills.
• Ability to handle a "Call Center" environment: work quickly and multi-task.

TB clearance within previous 12 months required