Customer Care Representative

Job Details
Job Location
Customer Care Center - Aurora, CO
Position Type
Full Time
Salary Range
$20.00 - $21.81 Hourly
Job Shift
FTE 1.0
Description
Customer Care Representative
About STRIDE Community Health Center
STRIDE is a non-profit, Federally Qualified Health Center (FQHC) with a history of providing primary care and other health-related services in a community-based setting. Established in 1989 in response to the primary health care needs of the medically indigent population in suburban Denver, STRIDE has the largest population base of any FQHC in Colorado and provides primary care, dental, pharmacy, behavioral health, health education and outreach and enrollment services in accordance with its mission. We provide a positive workplace with a culturally diverse population of employees that are committed to being focused and disciplined team members.
What will you be doing in this role? A successful candidate will:
General Purpose: The centralized call center schedules appointments and distributes information to STRIDE CHC clients regarding services and programs while providing patients with quality customer service.
Essential Duties/Responsibilities:

• Answers up to 100 calls per day calls from patients and partners regarding scheduling medical and dental appointments for new and established patients, medication refills, general questions, etc.
• Identifies customer needs, clarifies information, builds sustainable relationships and engages customers by going the extra mile.
• Keeps accurate records of conversations and communicates effectively with clinic staff.
• Ensures one call resolution whenever possible and provides a connection to clinic staff when needed.
• Provides excellent customer service to all internal and external customers.
• Meet personal and team qualitative and quantitative requirements.
• Schedules and cancels appointments according to preset scheduling guidelines.
• Answers general questions about STRIDE CHC.
• Informs and guides patients to resources within or outside of STRIDE CHC .
• Assists callers to STRIDE CHC with medical records requests and specialty referral requests.
• Routes messages to clinic staff following STRIDE CHC policies and procedures.
• Maintains communications and collaborate with patient, physician, payer representative and STRIDE CHC staff.
• Makes outbound calls to patients as directed by CCC Management.
• Responds to messages in the STRIDE CHC Patient Portal.
• Enters and updates patient information into patients Electronic Health Record.
• Meets required monthly metrics and goals.
• Stays up to date on all organizational and departmental means of communication (e-mail, Teams, Instant Messaging, etc.)

We Offer $20.00-$21.81 hourly including:

• Medical, Dental, and Optional Vision Insurance.
• Paid-Time-Off (PTO).
• Company Paid Life Insurance.
• A 401K retirement savings plan & match!
• Flexible Spending Account (FSA) and Dependent Care options.

*Please note, the pay range listed for this position is a scale. Pay will be calculated based on years of experience in healthcare and/or related to the specific qualifications of the role.
Non-Essential Duties/Responsibilities

• Attends all staff meetings and all other meetings as assigned.
• Completes all other duties as assigned.

Qualifications
Job Qualifications
Knowledge, skill and ability:

• Ability to interact positively and build rapport with patients, coworkers and/or external contacts.
• Ability to work independently and organize work in a manner that ensures accuracy and efficiency
• Ability to work from procedure manuals.
• Ability to demonstrate the capability to effectively and sensitively respond to the needs and concerns of the full range of STRIDE CHCs diverse patient population.
• Customer service skills, including the ability to diffuse upset patients.
• Skill in using a variety of computer software including but not limited to the internetand MS Office Products.
• Ability to handle sensitive information ethically and responsibly.
• Ability to protect the confidentiality of patient, employee and business information.
• Ability to be flexible and adaptable to organizational and departmental changes

Education or Formal Training: High school diploma or GED required.
Experience: 3 years related experience or customer service experience preferred.
Material and equipment directly used: Computer, printer, multi-line telephone systems, fax machine, copy machine, calculator, and all Microsoft Office products including Outlook, Excel and the internet. Electronic Medical Records software.
Working environment/physical activities: Office environment within a call center setting. Enters data into computer programs via computer, mouse and keyboard. Moves about the office environment and occasionally to other locations. Moves/transports objects up to 25 lbs infrequently. Communicates information to others via email and telephone. Discerns/analyzes information from others to assist in decision making.
Join Us. Together We Improve lives.
STRIDE verifies employment authorization including, eligibly for employment, education, license, and certification, etc.
A successful candidate will live STRIDE ICARE values:
Integrity doing the right thing even when no one is watching.
Compassion meeting the patient where theyre at with empathy.
Accountability doing what we say were going to do.
Respect showing attention to human dignity.
Excellence having a growth mindset; striving to learn more and practice continuous improvement.
STRIDE recognizes and appreciates the rich array of talents and perspectives that equal employment and diversity can offer our organization. STRIDE is committed to making all employment decisions based on valid requirements. No applicant shall be discriminated against in any terms, conditions or privileges of employment or otherwise be discriminated against because of the individual's race, creed, color, religion, gender, national origin or ancestry, age, mental or physical disability, sexual orientation, gender identity, genetic information, or veteran status. STRIDE does not discriminate against any "qualified applicant with a disability" as defined under the Americans with Disabilities Act and will make reasonable accommodations when they do not impose an undue hardship on the organization.
In an aim to help keep our patients, staff, and communities safe, STRIDE requires that all hired employees be fully COVID-19 vaccinated and to obtain an annual flu shot. STRIDE CHC employees are also required to be screened for tuberculosis and to complete a PPD test.