Medical Call Center Representative Job at Fenway Health in Boston

Overview

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Under direct supervision of the Medical Call Center Manager, the Medical Call Center Representative will provide patients with superior access by creating opportunities for patients to have their needs, preferences, and expectations for care, information, and support met at all points in their care journey.

Responsibilities

• Greet each client in warm, welcoming, and professional manner
• Log information on calls received, where required to maintain detailed and accurate records
• Provide clients with correct and accurate information regarding Fenway Health services and providers
• Refer unusual or difficult situations to Supervisor
• Act as a liaison for the patient and health center by troubleshooting patient needs to secure a 1 to 2 call resolution
• At all times maintain patient confidentiality
• Establish and maintain effective working relationships with co-workers, supervisors and the general public
• Schedule appointments according to patient needs and provider availability
• Follow established scheduling procedures for booking, cancelling, rescheduling appointments
• Document caller needs within EMR using standardized workflows and route to appropriate team member
• Using standardized workflows, determine how to best serve caller’s request by referencing call flows (example: medical advice call flow, prescription request call flow, records request call flow)

Requirements

• Minimum of high school graduate or equivalent
• Minimum of 1 year of experience in a healthcare setting
• Able to communicate in a professional and appropriate manner
• Strong technical proficiency in Microsoft (Outlook, Excel, Word), scheduling software and electronic medical records systems (Epic or equivalent)
• Willingness to work with a diverse patient population
• Previous customer service experience in a healthcare setting

Preferred Qualifications

• Strong problem solving and complex patient management skills
• Bilingual English/Spanish

Additional Information

This is a union position in a Fenway Health bargaining unit represented by 1199 SEIU United Healthcare Workers East.

We offer competitive salaries, and for those who qualify, an excellent benefits package; including comprehensive medical and dental insurance plans, and a retirement plan with employer match. We also provide 11 paid holidays, paid vacation, and more.

LGBTQIA+ identified persons, Black, Indigenous, and other people of color (BIPOC), and individuals from other historically underrepresented communities are strongly encouraged to apply.

Seniority level

• Entry level

Employment type

• Full-time

Job function

• Other

Industries

• Hospitals and Health Care

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