East Bay Community Action Program
Customer Care Center Representative
East Bay Community Action Program, Barrington, Illinois, us, 60011
East Bay Community Action Program (EBCAP) – Health Services
Full-Time Position
Position Overview EBCAP Health Services is seeking a compassionate and organized Customer Care Center Representative to serve as the first point of contact for patients accessing our integrated healthcare services. This vital role combines appointment coordination, patient communication, and administrative support to ensure seamless access to medical, behavioral health, and dental care.
The ideal candidate is a skilled communicator who thrives in a fast-paced environment, demonstrates attention to detail, and is committed to delivering exceptional patient-centered service that reflects EBCAP's mission and values.
What You'll Do Communication & Information Management
Manage high-volume multi-line phone system and patient portal inquiries with professionalism and efficiency
Provide accurate information about services, hours, locations, procedures, and policies
Route calls and messages appropriately across medical, behavioral health, dental, and other departments
Execute specialized protocols for behavioral health appointments, urgent needs, and crisis calls
Respond promptly to patient requests while maintaining a positive, compassionate tone
Serve as a knowledgeable resource for patients, providers, and staff
Appointment Scheduling & Management
Schedule, reschedule, and cancel appointments across multiple health departments using electronic health and practice management systems
Verify patient demographic and insurance information to ensure data accuracy
Provide appointment reminders and proactive follow-up communications
Assist with rescheduling for missed or canceled visits
Document appointment details accurately in the electronic health record
Monitor and track no-shows and cancellations for reporting purposes
Data Accuracy & Administrative Support
Confirm patient eligibility and insurance coverage as needed
Maintain strict confidentiality and HIPAA compliance in all interactions
Attend and actively participate in staff meetings, training sessions, and workflow improvement initiatives
Execute special projects, reporting requests, and patient outreach campaigns as assigned by the Practice Manager
Provide receptionist support including greeting patients and visitors as needed
Follow site safety procedures and report incidents, hazards, or emergencies immediatelyParticipate in safety drills and maintain awareness of emergency response protocols
Ensure compliance with HIPAA and HRSA operational standards
What We're Looking For Required Qualifications:
High school diploma or equivalent
Minimum 1 year of healthcare reception and scheduling experience
Proficiency with multi-line phone systems and computer applications
Strong verbal and written communication skills
Ability to manage multiple tasks in a fast-paced environment
Demonstrated commitment to confidentiality and professionalism
Preferred Qualifications:
Experience with electronic health records (EHR) or practice management systems
Knowledge of medical terminology and insurance verification
Familiarity with integrated care models (medical, behavioral health, dental)
Bilingual (Spanish, Portuguese, or other languages spoken in the community)
What We Offer EBCAP provides a comprehensive compensation and benefits package that includes heavily subsidized medical and dental insurance plans (BCBSRI), supplemental vision insurance, voluntary medical and dependent care, flexible spending accounts, up to 3% company matching 403(b) retirement plan, employer-paid life insurance; long term disability, generous paid time off that includes vacation/holiday/personal days/sick time, mileage reimbursement, tuition reimbursement, opportunities for center-paid training/CEUs, and employee assistance program.
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Position Overview EBCAP Health Services is seeking a compassionate and organized Customer Care Center Representative to serve as the first point of contact for patients accessing our integrated healthcare services. This vital role combines appointment coordination, patient communication, and administrative support to ensure seamless access to medical, behavioral health, and dental care.
The ideal candidate is a skilled communicator who thrives in a fast-paced environment, demonstrates attention to detail, and is committed to delivering exceptional patient-centered service that reflects EBCAP's mission and values.
What You'll Do Communication & Information Management
Manage high-volume multi-line phone system and patient portal inquiries with professionalism and efficiency
Provide accurate information about services, hours, locations, procedures, and policies
Route calls and messages appropriately across medical, behavioral health, dental, and other departments
Execute specialized protocols for behavioral health appointments, urgent needs, and crisis calls
Respond promptly to patient requests while maintaining a positive, compassionate tone
Serve as a knowledgeable resource for patients, providers, and staff
Appointment Scheduling & Management
Schedule, reschedule, and cancel appointments across multiple health departments using electronic health and practice management systems
Verify patient demographic and insurance information to ensure data accuracy
Provide appointment reminders and proactive follow-up communications
Assist with rescheduling for missed or canceled visits
Document appointment details accurately in the electronic health record
Monitor and track no-shows and cancellations for reporting purposes
Data Accuracy & Administrative Support
Confirm patient eligibility and insurance coverage as needed
Maintain strict confidentiality and HIPAA compliance in all interactions
Attend and actively participate in staff meetings, training sessions, and workflow improvement initiatives
Execute special projects, reporting requests, and patient outreach campaigns as assigned by the Practice Manager
Provide receptionist support including greeting patients and visitors as needed
Follow site safety procedures and report incidents, hazards, or emergencies immediatelyParticipate in safety drills and maintain awareness of emergency response protocols
Ensure compliance with HIPAA and HRSA operational standards
What We're Looking For Required Qualifications:
High school diploma or equivalent
Minimum 1 year of healthcare reception and scheduling experience
Proficiency with multi-line phone systems and computer applications
Strong verbal and written communication skills
Ability to manage multiple tasks in a fast-paced environment
Demonstrated commitment to confidentiality and professionalism
Preferred Qualifications:
Experience with electronic health records (EHR) or practice management systems
Knowledge of medical terminology and insurance verification
Familiarity with integrated care models (medical, behavioral health, dental)
Bilingual (Spanish, Portuguese, or other languages spoken in the community)
What We Offer EBCAP provides a comprehensive compensation and benefits package that includes heavily subsidized medical and dental insurance plans (BCBSRI), supplemental vision insurance, voluntary medical and dependent care, flexible spending accounts, up to 3% company matching 403(b) retirement plan, employer-paid life insurance; long term disability, generous paid time off that includes vacation/holiday/personal days/sick time, mileage reimbursement, tuition reimbursement, opportunities for center-paid training/CEUs, and employee assistance program.
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