Call Center Representative in Pittsburgh, Pennsylvania

Squirrel Hill Health Center (SHHC), a dynamic and growing Federally Qualified Health Center, is hiring a full time Call Center Representative. 

The Call Center Representative will be responsible for answering incoming calls performing a range of duties which includes gathering required information and striving to obtain a one call resolution. This includes scheduling patients, providing information to potential patients, and transferring calls to the correct department. This position is based on site in our Squirrel Hill office location.

P RIMARY RESPONSIBILITIES

• Answers incoming calls from patien ts seeking appointments and schedules them appropriately; distributes calls throughout the center to Nurses, Care Navigators, Clinicians and/or other staff members.

• Achieves objectives by making patients aware of opportunities; Offers direction and recommendations concerning SHHC services and specialties

• Meet monthly call answer rate of 80-85% by taking the minimal 25 calls per day .

• Ensures all clients/patients served experience a high level of customer satisfaction and care.

• Manages inbound calls to ensure effective and timely resolution of patient issues

• Create and updates patient profile/accounts to allow for easy resolution of patient problems.

• Assists patients in resolving issues as needed and de-escalates complex issues to designated staff for resolution.

• Provides warm transfers whenever a call must be transferred to another phone (ensure that the connection occurs), and if the recipient of the transferred call is not available, ask patient for permission to transfer the call to  voicemail or to send an electronic message for the call to be returned.

• Communicates with providers, nurses, and other departments appropriately using both the Electronic Medical Record and SHHC email.

• Checks voicemail daily to ensure proper patient communication occurs and complete each daily by end of day

• Acts as liaison between patients, care navigators and clinicians, taking and conveying accurate messages and ensuring a smooth flow of necessary information.

  QUALIFICATIONS

• All CDC recommended vaccinations, including annual Covid and Flu, required.

• Knowledge of a second language, preferred.

• Excellent organizational skills and ability to deal effectively with the public. 

• Skilled in using computer, printer, and fax machine.

• Basic medical terminology, ICD-10 and CPT coding knowledge preferred.

• Must be committed to serving poor and underserved populations.

  Benefits:

• Medical Insurance

• Dental Insurance

• Vision Insurance

• Disability Insurance

• Life Insurance

• Flexible Spending Account

• 403B retirement 

• PTO 

• 8 Paid Holidays

  SHHC is an Equal Opportunity Employer. SHHC does not and will not discriminate in employment and personnel practices to include hiring, transferring and promotion practices on the basis of race, color, sex, sexual orientation, gender identity, age, handicap, disability, religion, religious creed, ancestry, national origin or any other basis prohibited by applicable law.

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