Job Description

Bilingual CSR Cust Spt Rep
Dracut MA, not remote
$18/hr
Hours 8 - 5:30pm

**** MUST BE BLINGIUAL IN SPANISH / ENGLISH ****

Under the supervision of the Customer Support Center Supervisor, the Customer Support Center Representative performs all functions necessary to ensure that calls are handled efficiently and professionally promoting overall customer satisfaction. Acts as a liaison between the caller and the Health Center directing calls to departments as needed. Assists with on-boarding, training, quality assurance, and increased employee engagement.
Job Responsibilities and Performance Standards:
o    Creates a positive and supportive work environment for Customer Support Representatives.
o    Assists in maintaining phone statistics to abandoned rate <10% for both operations and nursing.
o    Updates his/her own knowledge and skills as well as incorporates this new learning into day to day practice.
o    Routinely audits OneNote and alerts Supervisor/Manager of any updates that are needed.
o    Assists Customer Support Center Team Leads with orientation and training of new staff members.
o    Promptly answers all incoming calls in a polite and professional manner using the appropriate uniformed script. Confidentiality and customer service are the first priority.
o    Screens calls to determine if 1.) CSR can assist patient with request(s); 2.) takes a message and explains that patient will receive a call back; or 3.) transfers calls to a specific department for resolution.
o    Verifies and updates patient?s demographics and insurance coverage for all patients prior to scheduling an appointment. Refers patients with insurance issues to the New Patient Intake Coordinators for insurance assistance.
o    Collects email addresses from all patients and registers them in the patient portal.
o    Checks patient?s appointment history to ensure appointments that are already scheduled are still needed.
o    Creates new patient accounts if new patient?s insurance is in network with GLFHC and schedules appropriate appointment.
o    Properly schedules appointments using GLFHC Call Handling protocol and follows appointment scheduling protocol using the OneNote document. Reviews appointment date, time, location, and provider?s name with caller.
o    Informs caller to arrive 15 minutes before their scheduled appointment and to bring any necessary items to appointment including; Valid photo identification, insurance card, medications, office visit fee, and verification of income if applicable.
o    Correctly communicates non-urgent nursing messages to nursing team via EMR. Messages are inserted into the appropriate template and saved to the appropriate staff or team.
o    Completes Internal Patient Transfer form in Connect when patients request PCP change or transfer care to another location.
o    Notifies appropriate staff of patients? late arrivals. Follows cancellation and rescheduling procedures.

o    May answer questions and offer other information as requested by caller as needed.
o    Acts as a liaison between the patient and the Health Center.
o    Directs calls to other departments as needed.
o    Uses sound judgment in handling calls and is able to effectively handle difficult patients.
o    Understands when to delegate calls to site operations manager/supervisor/team leader.
o    Follows clinician paging protocol using Open Tempo.
o    Become knowledgeable about the GLFHC Improvement plan and the model for improvement endorsed by the organization.
o    On a regular basis participate in ongoing quality improvement activities related to individual, team, and organizational performance improvement.
o    Travel between sites may be required.
o    Performs all and any additional duties as assigned.

Qualifications:
o    Must have one-year experience as a call center representative.
o    Bilingual (Spanish / English) required.
o    Computer knowledge required.
o    Excellent communicatio

Email resume to Marianne.Segool@MassHireLowellCC.com