[Hiring] Contact Center Specialist @TAPESTRY 360 HEALTH

Role Description

The Contact Center Specialist will serve as the gateway to appointment scheduling and telephone access to primary care, dental, health and other services provided by Heartland Health Centers. The individual in this position will support the mission, vision, and values of Heartland Health Centers, and will comply with all relevant policies, procedures, guidelines, and all other regulatory standards. Individual accountabilities and adherence to call center metrics will be established through the development of annual Success Objectives.

Essential Duties and Responsibilities:

• Healthcare:
  • Handle incoming patient inquiries in a timely manner utilizing proper workflows and protocols.
  • Capture and update pertinent patient information (demographics, insurance etc.) and input into EMR.
  • Handle sensitive medical information by adhering to HIPAA guidelines.
  • Educate patients on patient responsibilities, services, sliding fee scale, health center site information and any requirements for scheduling or appointment changes.
  • Assist in coordination of interpretation services for patients as needed.
  • Assess and identify calls that may need triaging to Nurse, Provider or Manager.
  • Assist patients with medical concerns and inquiries for medical, dental, behavioral health etc. including scheduling, data capture, triaging, registering and/or routing calls to the appropriate sites or departments.
  • Maintain a good understanding of the interworking’s of HHC.
  • Provide essential support to the clinical and integrated sites.
  • Maintain a strong familiarity of insurance plans, sliding fee schedules for medical and dental.
• Contact Center:
  • Perform Call Center agent functions, politely and promptly answer and accurately direct incoming calls from patients, community organizations, healthcare organizations, and other external parties.
  • Maintain established individual call center metric goals relative to Average Handle Time (AHT), Average Speed of Answer (ASA) and team goals pertinent to Call Abandonment (ABN) Service Level expectations.
  • Utilize Phone and Call Center technology to perform daily tasks and maintain contact center quality standards and goals.
  • Utilize call handling and customer service techniques (AIDET) to deliver quality service to our patients.
  • Perform moderate to high volume of data entry.
  • Other duties may be assigned.

Highlights:

• This role is eligible for “work from home” arrangements.
• The Contact Center position provides scheduling and appointment services to our entire organization.
• Previous call center or healthcare experience is preferred, but NOT required.

Qualifications

• High School Diploma (or equivalent) and three years of related experience or Associates degree and one year of related experience.
• Prior experience in a healthcare related field or social service agency preferred.
• Proficiency in a second language may be required.
• Excellent written, oral, and interpersonal communication skills necessary to interact with all levels of internal and external publics.
• Ability to use electronic technology to receive, organize and transmit information.
• Comprehension of and appropriate use of medical terminology and new developments in health care delivery systems.
• Versatility in terms of language skills; specifically, a good command of standard English as well as a sensitivity and respect for accents, dialects and other languages.
• Possess effective communication, service and problem-solving skills.
• Experience working in a fast-paced environment with constantly changing priorities.
• Proven track record of reliability and demonstrates the importance of good attendance, schedule adherence and maintaining a positive work environment.
• Ability to maintain compliance guidelines utilizing organizational policies and procedures.
• Meets individual and team goals with respect to contact center metrics.
• Takes responsibility to go above and beyond and build relationships with co-workers, providers, and patients.
• Embraces the values of Heartland Health Centers.

Benefits

• Tapestry 360 Health offers a comprehensive benefits package including health insurance, dental insurance, retirement savings plans, paid time off, continuing education support and eligibility for the Public Service Loan Forgiveness (PSLF) program.

Pay Transparency

The salary range for this position is $20.00 - $29.50 per hour. Actual compensation will be determined based on factors including, but not limited to, relevant experience, qualifications, internal equity, and organizational needs.

EEO Statement

Tapestry 360 Health is an equal opportunity employer. We make employment decisions without regard to race, color, religion, age, sex, gender identity or expression, sexual orientation, national origin, ancestry, disability, genetic information, veteran or military status, marital or parental status, arrest or conviction record (as permitted by law), receipt of an order of protection, use of protected leave (including FMLA and VESSA), or any other status protected by applicable law.

American with Disabilities Act (ADA) Statement

Tapestry 360 Health complies with the Americans with Disabilities Act (ADA) and provides reasonable accommodations to qualified applicants and employees with disabilities. If you need assistance or an accommodation during the application or hiring process, please contact Human Resources.