Call Center Representative

Job Description
Finger Lakes Community Health uses BambooHR for the hiring and onboarding of our staff. All communications for recruitment will come directly from BambooHR (notifications@app.bamboohr.com) and may appear as spam.
About Finger Lakes Community Health:
Finger Lakes Community Health (FLCH) was founded in 1989 with an original mission of serving the region's agricultural workers by linking individuals to area resources and providing essential health services. In 2009 the organization expanded to become a Federally Qualified Health Center (FQHC), serving patients of all incomes, ethnicities, and walks of life. Over the last decade, FLCH has grown to provide medical, dental, and behavioral health services to over 28,000 patients at eight health centers. With over 200 employees we strive to provide high-quality and innovative health care services to the Finger Lakes Region.
Benefits Offered:
Monday through Friday schedule, closed all major holidays
Medical insurance with a 90%+ employer contribution
Dental, Vision, and Life insurance
Safe Harbor 3% 401k contribution
Robust PTO offerings
Education reimbursement
Job Summary:
The Call Center Representative is responsible for providing quality customer service to individuals calling Finger Lakes Community Health. This position ensures callers have their requests handled promptly and are directed to the appropriate departments.
Main Responsibilities:
General Call Handling
Greet callers with the appropriate call center contact script
Verify patient account information
Answer questions and provide general information about Finger Lakes Community Health services
Route calls to appropriate Finger Lakes Community Health department
Address caller requests including but not limited to:
Scheduling an appointment
Refilling a prescription
Acute symptoms
Registering as a new patient
Outside provider, hospital, or pharmacy calls
Prioritize patient needs with provider availability when scheduling as determined by scheduling guidelines
Escalate calls following call center guidelines to ensure emergency and acute requests are replied to in a timely manner
Contact patients directly to schedule appointments and provide information as directed by provider, telephone encounters, actions, or call center management
Perform tasks efficiently to achieve identified call center metrics
Review call center metrics with department to identify areas of concern or improvement needed
Assist with call center coverage at various Finger Lakes Community Health sites as needed
Other duties as assigned
Documentation
Maintain comprehensive record of caller interactions through telephone encounters, actions, and referrals in the electronic health record system
Address telephone encounters and actions in the electronic health record system in accordance with Finger Lakes Community Health policies and procedures
Education and Qualifications:
Highschool Diploma or GED
Customer service experience preferred, but not required
The ability to work flexible hours -- some evenings are required
The ability to communicate fluently in both Spanish and English is strongly preferred
Physical Requirements:
Must be able to hear and communicate with clients and staff via phone, web media, and in person.
Must be able to lift up to 40 lbs.
Must be able to sit for extended periods of time
Must be able to kneel, crawl, or bend into awkward spaces
OSHA Level 3
Finger Lakes Community Health uses BambooHR for the hiring and onboarding of our staff. All communications for recruitment will come directly from BambooHR (notifications@app.bamboohr.com) and may appear as spam.

Employment type
Full-Time

Work arrangement
Yes