Call Center Representative

Job Description Finger Lakes Community Health uses BambooHR for the hiring and onboarding of our staff. All communications for recruitment will come directly from BambooHR (notifications@app.bamboohr.com) and may appear as spam. About Finger Lakes Community Health: Finger Lakes Community Health (FLCH) was founded in 1989 with an original mission of serving the region's agricultural workers by linking individuals to area resources and providing essential health services. In 2009 the organization expanded to become a Federally Qualified Health Center (FQHC), serving patients of all incomes, ethnicities, and walks of life. Over the last decade, FLCH has grown to provide medical, dental, and behavioral health services to over 28,000 patients at eight health centers. With over 200 employees we strive to provide high-quality and innovative health care services to the Finger Lakes Region. Benefits Offered: Monday through Friday schedule, closed all major holidays Medical insurance with a 90%+ employer contribution Dental, Vision, and Life insurance Safe Harbor 3% 401k contribution Robust PTO offerings  Education reimbursement Job Summary: The Call Center Representative is responsible for providing quality customer service to individuals calling Finger Lakes Community Health. This position ensures callers have their requests handled promptly and are directed to the appropriate departments.   Main Responsibilities: General Call Handling   Greet callers with the appropriate call center contact script  Verify patient account information   Answer questions and provide general information about Finger Lakes Community Health services  Route calls to appropriate Finger Lakes Community Health department  Address caller requests including but not limited to:  Scheduling an appointment  Refilling a prescription  Acute symptoms  Registering as a new patient  Outside provider, hospital, or pharmacy calls   Prioritize patient needs with provider availability when scheduling as determined by scheduling guidelines   Escalate calls following call center guidelines to ensure emergency and acute requests are replied to in a timely manner  Contact patients directly to schedule appointments and provide information as directed by provider, telephone encounters, actions, or call center management  Perform tasks efficiently to achieve identified call center metrics  Review call center metrics with department to identify areas of concern or improvement needed  Assist with call center coverage at various Finger Lakes Community Health sites as needed  Other duties as assigned  Documentation   Maintain comprehensive record of caller interactions through telephone encounters, actions, and referrals in the electronic health record system  Address telephone encounters and actions in the electronic health record system in accordance with Finger Lakes Community Health policies and…