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Call Center Specialist

Company: N/A

Location: New Britain, CT

Pay: N/A

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Job Description

Call Center Specialist 

The Call Center Specialist position involves providing consistent, quality customer service to both internal staff members and external patients. The call center specialist will actively manage each call by taking ownership of it to enhance the customer experience and build relationships. The call center specialist will listen to the patient’s request and take appropriate action to respond to it, including, but not limited to the scheduling of appointments, the electronic transmission of messages to the clinical team, and the answering of questions regarding medication refills. In managing these requests, the Call Center Specialist will exemplify the highest level of customer service with a focus on efficiency and quality. The Call Center Specialist will consistently demonstrate proficient data entry skills, knowledge of insurance billing, while maintaining confidentiality. It is essential that they demonstrate efforts to maintain and improve job specific competencies, and perform other duties as assigned.

Role and Responsibilities:

  • Answers and coordinates phone calls including

    • Script usage

    • Language Line

    • Paging system

    • Transferring calls

      • ATC queue

      • Patient Account queue

      • Nurse Triage queue

    • Appropriately Recording Telephone encounters via ECW system

  • Obtain Medical release as needed for patient requested forms

  • Confirm appointments with patients

  • Verify insurances

  • Complete knowledge of eCw including:

    • Updating pharmacy information for patients

    • Faxing info from eCw

    • Managing Recalls via eCw

    • Obtain and Scan required documents into eCw

  • Complete knowledge of Centricity including:

    • Register Patient in with all required fields

    • Update patient information

    • Print profiles, Schedules, and recall lists

    • Place patients on recall list, take patients off, and attach appointments

  • Patient Schedules

    • Respond appropriately to agitated patients

    • Review Schedules daily to ensure accuracy and fill appointment opportunities

  • May perform other duties and responsibilities as necessary

Job Requirements

Call Center Specialist 


Outstanding healthcare opportunity If you are ready for a satisfying and rewarding career, join our team of diverse and motivated professionals at Community Health Center, Inc. (CHC). CHC is one of the country’s most creative and dynamic providers of primary medical, dental and mental health services to the uninsured and underinsured. CHC is building a world class primary health care system that is committed to caring for special populations, and that is focused on improving health outcomes for our patients as well as building healthy communities. We are one of the leading health-care providers in the state of Connecticut, providing comprehensive primary care services in medicine, dentistry, and behavioral health. With more than 130,000 active patients, CHC is the health care home that works to keep our patients—and our communities—healthy. We go beyond the traditional health services to bring care wherever our patients and clients are, using innovative service delivery models and state of the art technology. We use the latest treatments and technologies within the Patient-Centered Medical Home Model (PCMH) to care for our growing patient base.