Contact Center Agent

Reporting/Department Head: Contact Center Manager

*FLSA Status – Non-Exempt

*EEO Category – Service Worker

Our Mission: To improve lives by providing convenient, comprehensive, high-quality healthcare to every person in every community that we serve.

Our Vision: CCHN will maintain its position as the leading community health center in the state and become a model for all other healthcare organizations to follow.

MAJOR FUNCTION: Answers incoming calls for the whole organization.

ESSENTIAL RESPONSIBILITES:

• Perform with the best customer service, phone etiquette
• Following company communication script
• Updating demographics at every point of contact
• Schedule appointments for all providers using appropriate guidelines
• Transfers calls to appropriate department if needed
• Task message to triage nurse if necessary
• Task medication refills to nurse
• Task referral issues to Referral Coordinator
• Verify Insurance coverage patient has
• Schedule appointment with Financial Counselor if needed
• Respond to on-line medication refills (inbox)
• Activate 911 if needed for the caller

OTHER JOB DUTIES:

• Ability to sit for long periods of time
• Other duties as assigned by department head