CONTACT CENTER REPRESENTATIVE

Job Description

Job Description

Come launch the next step in your career where America launched its Space Program. Brevard Health Alliance, Brevard County’s only Federally Qualified Health Center, is currently recruiting for a CONTACT CENTER REPRESENTATIVE to join us in the heart of Brevard County’s Space Coast. Since 2005 our focus has been on putting the “community” in Community Health while delivering healthcare to more than 60,000 unique patients annually.

Brevard Health Alliance offers competitive salaries, a comprehensive hiring package that includes Medical, Dental, Vision, Short and Long-term Disability Coverage and a 401K with company match, a generous personal leave program, a National Health Service Corps (NHSC) Approved Site for Loan Repayment and Qualified Employer for Public Service Loan Forgiveness, tuition assistance for continuing education, professional development, and the opportunity for upward mobility.

We are expanding, we are growing. If you would like the genuine opportunity to make a profound difference in the delivery of primary care and community health, we invite your interest and application after reviewing the specifics and requirements for the CONTACT CENTER REPRESENTATIVE listed below.

POSITION SUMMARY

To provide superior quality, competitive value, and outstanding service by providing exceptional administrative support to front office staff. The Contact Center Representative ensures that patients receive excellent customer service support and direction when they phone into all clinics. This includes supporting patients with substance use disorders.

GENERAL EDUCATION REQUIREMENTS

High School Diploma or General Equivalency/Educational Diploma (GED) and 1-year experience in customer service. Previous experience in a medical office or healthcare environment preferred.

ADDITIONAL QUALIFICATIONS

• Customer service and/or medical front office experience

• Phone experience a plus

• Interpersonal and communication and organizational skills

• Knowledge of Medical Terminology and Appointment Types

• Ability to multi-task

• Ability to read and write at high school level

• Ability to use and operate computer, copy machine, typewriter, and fax machine

• Ability to speak and understand at least the English language to effectively communicate with our patient population

• Ability to work well in a team environment, remain motivated, is self-directed, and demonstrates initiative

PRIMARY ACCOUNTABILITIES

• Answer telephone promptly and in a polite and professional manner

• Answer calls from patients, determine nature and purpose of phone call, and re-direct the caller to the appropriate departments or takes messages when necessary

• Provides information about establishment such as location of departments or offices or services provided

• Schedule appointments, review appointment date, time, location, and provider name with caller. Make calls to reschedule appointments when necessary

• Resolves phone complaints from customers and public and directs them to patient satisfaction surveys

• Obtain and enter accurate demographic and insurance information into EMR

• Inform caller of items to bring to appointment (including insurance card, medications, office visit fee, and verification of income - if applicable)

• Remind caller to arrive 15 to 30 minutes before scheduled appointment to complete paperwork

• Serves as back up-front office support and performs Patient Service Representative duties as permitted based on call volume

• Perform other related duties as assigned

• Takes ownership and represents Brevard Health Alliance’s mission and organizational goals established by the executive committee. These include, but are not limited to: Productivity, Quality, Patient Satisfaction, and Employee Retention. It is the duty of each BHA employee to incorporate these goals into all daily work routines and strive to achieve and surpass all goals by working as a team. The mission and goals of BHA will be incorporated into each associate’s Key Performance Indicators and will be evaluated on a monthly and quarterly basis.