Come join our Team! We invite you to come grow with our dynamic healthcare organization providing medical, dental and behavioral health services for Chelan and Douglas counties! We offer a progressive and extremely competitive compensation and benefits package.
Job Summary
The primary job function of the Call Center Agent is to provide a positive first impression through courteous, efficient and effective telephone access to all CVCH services. Routes calls, makes patient appointments, enters patient information in electronic records and provides current and accurate information about all CVCH services.
Job Specific Competencies
1. Answers calls in an efficient, courteous and prompt manner with the goal of answering every call within 30 seconds or less.
2. Maintains high quality customer service levels.
3. Schedules appointments for patients using scheduling protocols and answering scripts.
4. Enters data in EMR, EDR and other electronic records in accordance with protocol.
5. Answers questions courteously and efficiently using answer scripts.
6. Contacts patients with reminder calls and reschedules appointments when providers' schedules change.
7. Retains current knowledge of all CVCH Programs.
8. Directs phone calls to proper destination or takes a message as per protocol.
9. Assists with administrative tasks as assigned.
General Duties and Responsibilities
1. Performs other duties and tasks as assigned by supervisor.
2. Expected to be prepared to start shift at scheduled time, meet attendance standards, and work the hours necessary to perform the essential functions of the job.
3. Conforms to safety policies, general housekeeping practices.
4. Demonstrates sound work ethics, flexible, and shows dedication to the position and the community.
5. Demonstrates a positive attitude, is respectful, and possesses cultural awareness and sensitivity toward clients and co-workers.
6. Keeps customer service and the mission of the organization in mind when interacting with all clients, co-workers, and others.
7. Employees are expected to embrace, support and promote the core values of respect, integrity, trust, compassion and quality which align with the CVCH mission statement through their actions and interactions with all patients, staff, and others.
8. Conforms to CVCH policies and Joint Commission and HIPAA regulations.
Job Specifications
1. Education: High School Diploma or equivalent preferred.
2. Certification/Licensure: N/A
3. Experience: Prefer a minimum of 1 year experience in the medical or business/office field or equivalent education and training. Experience with call centers and medical reception preferred.
4. Language Skills: Bilingual in English/Spanish required.
5. Essential Technical/Motor Skills: Knowledge of computer applications and equipment related to work. Effectively work in a multi-task environment, prioritizing tasks properly, and completing tasks/projects in a timely manner. Basic computer experience; adequate typing; 10-key calculator and filing skills; ability to communicate with clarity and fluency in English and Spanish.
6. Interpersonal Skills: Excellent customer service skills. Ability to work in a collaborative team work environment. Strong interpersonal and communication skills, with the ability to work effectively with a wide range of consumers in a diverse community. Develop and maintain effective working relations with peers, patients, other agencies, contracted providers, and the public. Able to work well independently, learn quickly and adjust work assignments in response to system changes. Caring attitude, commitment to serving low-income patients.
7. Essential Physical Requirements: This job is performed mostly in a typical inside, office environment. Essential physical requirements of this job include: light physical effort; repetitive motions of wrists, hands, and/or fingers; standing, walking, lifting, reaching, kneeling, bending, stooping, pushing, and pulling; frequent sitting; lifting and/or moving items weighing a minimum of 10 pounds (assistance is available as needed); ability to read forms and computer screens and to read correspondence and other documents.
8. Essential Mental Abilities: Attention to detail, problem solving, basic calculations, ability to count money and handle cash.
9. Essential Sensory Requirements: Essential sensory requirements include the ability to: read computer keyboard, monitor, and documents; prepare and analyze documents; read extensively; hear, recognize, and assess verbal presentations of patients; receive and convey detailed information orally, by telephone and in person; convey accurate and detailed instructions by speaking to others in person and by telephone.
10. Exposure to Hazards: Possible exposure to airborne/blood borne pathogens, possible exposure to body fluids/blood. Worker is subject to inside and outside environmental conditions on a frequent basis with moderate/extreme noise. Worker has contact with consumers and other staff and may be exposed to severe medical conditions presented by them. Exposure to hazardous substances is a moderate risk and there are possible and physical injurious conditions.
Blood/Fluid Exposure Risk
Category III
1. Tasks involve no greater exposure to blood, body fluids, or tissues than would be encountered by a visitor. Category I tasks are not a condition of employment.
Age Specific Competency
Position does not involve patient care. Position will demonstrate general knowledge and skill to effectively communicate and provide safety measures to all life cycles.
Telecommuting
• Position NOT eligible for Telecommuting
Benefits
*Coverage below based on a 1.0 FTE; Medical, Dental, Paid Leave, Holidays are prorated based on FTE
Benefit:
Coverage:
Effective:
Medical
Premera (Self Insured)
Preferred Provider
Employee covered - $50.00 per month
Dependents covered - please refer to the benefits Guide 2024 for rates
First of the month following the first date of employment.
Dental
Washington Dental
Employee covered - 100%
Dependents covered - 50%
First of the month following the first date of employment.
Paid Leave
120 hours - Year 1
136 hours - Year 2
Each year after that employee will accrue 8 hours of PTO each year, on their anniversary date, until they reach a maximum of 208 hours at 10+ years.
Paid Leave may be used immediately for sick leave and after 3 months employment for vacation. Maximum accrual cap of 320 hours; hours in excess of 320 hours will automatically transfer into the employees EIB.
Extended Illness Bank (EIB)
Allows for maximum accrual of 200 hours
PTO hours in excess of 320 will transfer into EIB. Employees are eligible to use EIB hours after at least 3 consecutive scheduled working days of PTO (max 24 hours) which have been used for a personal illness and/or a qualifying event under FMLA or the WA Family Care Act.
Holidays
88 hours related to:
• New Year's Day
• Memorial Day
• 4th of July
• Labor Day
• Thanksgiving Day
• Day after Thanksgiving
• Christmas Eve
• Christmas Day
• 3 Diversity Days
Holidays are calculated as 8-hour days if full time, 1.0 FTE, and paid based on the calendar year (January 1 through December 31). Holiday hours will be added to the employee's timecard automatically. If an employee is part-time, as documented in our HR/Payroll system, Holiday hours will be pro-rated. If an employee starts after the calendar year has begun, holiday hours will be prorated based on remaining holidays in the calendar year and diversity days will be prorated as outlined below:
• Jan 1- April 30: 3 diversity days (24 hours if 1.0 FTE)
• May 1 - August 31: 2 diversity days (16 hours if 1.0 FTE)
• Sept 1 - Dec 31: 1 diversity day (8 hours if 1.0 FTE)
Please refer to the Paid Leave policy for additional details.
403(b) Retirement Plan
Lincoln Financial
150% CVCH match up to 3% of the employee's contribution
Immediately. Vesting schedule:
20% at 2 years, 50% at 3 years, 60% at 4 years, and 100% at 5 years.
Employee Assistance Program
Mutual of Omaha
Free short-term counseling for employee and family
Immediately. Call 800-316-2796
Long-term Disability
Mutual of Omaha
Employee Only (variable)
First of the month following the first date of employment.
Benefit:
Coverage:
Effective:
Basic Term Life
Mutual of Omaha
Employee Only (1x annual salary, up to $200,000)
First of the month following the first date of employment.
Group Accidental Death and Dismemberment (AD&D )
Mutual of Omaha
Employee Only (1x annual salary, up to $200,000)
First of the month following the first date of employment.
Supplemental Term Life
Mutual of Omaha
Employee / Spouse / Dependent(s)
First of the month following the first date of employment.
Voluntary AD&D
Mutual of Omaha
Employee / Family
First of the month following the first date of employment.
Health Reimbursement Arrangement
RedQuote
Reimbursement for out of pocket expenses for services received at CVCH (medical, dental, and prescription) by employees and their dependents enrolled in our medical plan. Up to $750 per family per year.
First of the month following the first date of employment.
Flex Plan: Medical
RedQuote
Flex Plan: Maximum $3,200 per year
Direct Deposit available
First of the month following the first date of employment.
Flex Plan: Dependent Care
RedQuote
Flex Plan: Maximum $5,000 per year
Direct Deposit available
First of the month following the first date of employment.
AFLAC
Supplemental insurance - cafeteria plan
First of the month following the first date of employment.
Wellness Stipend
CVCH will reimburse staff up to $30 per month for a local gym membership
OR
CVCH will reimburse up to $150 per year for a subscription type workout program service (i.e.: Beachbody on Demand, Les Mills, etc.)
Immediately. Once employee has submitted invoice to HR/Payroll department.
Cell Phone Discounts
Discounted monthly access fees
Discounted select accessories and special equipment
Available for personal cell phones, currently in place with AT&T & Verizon
Benefit:
Coverage:
Effective:
Tuition Reimbursement
For approved courses, the cost of tuition, books, and lab fees may be reimbursed at 75% of the actual costs up to a maximum of:
• $4,000 for an Associate's degree, vocational, technical, or certification program
• $6,000 for a Bachelor's degree
• $8,000 for a Master's degree
Upon approval; regular employees who work at least 20 hours per week, have successfully passed their evaluation period and are in good standing may apply.
Employees must agree to work for a period of one (1) year from the date of receipt of tuition reimbursement and obtain satisfactory completion of approved courses or Challenge Exams.
Compensation:
$18.46/hourly