Waikiki Health is seeking a full-time Call Center Associate.
Pay rate for this role is $20.00 per hour.
Schedule: M-F, 40-hour work week, some Saturdays.
The Call Center Associate (CCA) is part of the administrative call center team and answers all incoming agency phone calls from patients, insurance providers, referral agencies, medical providers, staff (internal and external), and pharmacists (internal and external). The CCA reports to the Call Center Manager and is responsible for providing excellent and accurate customer service in a friendly and professional manner. The CCA helps to maintain efficient workflows as assigned by the Call Center Manager, including checking voice mail messages, returning customer calls, and confirming primary care provider (PCP) designations.
Duties include but are not limited to:
- Provides superior customer service to all patients and agency customers and vendors via a multi-queue digital telephone system.
- Uses the agency ATHENA System and Electronic Medical Records (EMR) system to access patient data, schedule appointments, confirm appointments, re-schedule no-show appointments, perform and document patient COVID-19 screenings, requests for pharmacy refills, patient portal support, patient insurance verification via outside secured database, internal messaging to providers and/or other medical support team, processing online payments, confirming patient balances due, scheduling transportation services, coordinating translation services, plus whatever else is required or needed to assist the customer/patient.
- Verifies patient demographics including but not limited to patient address, phone, email, mailing address, DOB, insurance, patient occupation, income verification for sliding fee, plus authorization for texting and/or emailing patient, among other tasks required.
- Maintains a clean, presentable, safe, sanitized, and clutter-free working area, including cleanliness of common shared areas in the office kitchen and the company refrigerator.
- Maintains and always upholds patient confidentiality.
- Other duties as assigned include working half-day on Saturday at minimum once a month, at maximum twice per month, within the 40-hour work week schedule.
Qualifications:
- High school graduate or equivalent mandatory.
- One year working in a customer service-related job or call center environment preferred.
- Familiarity with common software programs including Microsoft Word, Excel, and Outlook (i.e., Windows-based programs).
- Some experience working with commercial phone equipment including knowledge of how to put a customer on hold, forwarding and transferring calls, and voice mail retrievals.
- Ability to quickly learn new computer systems (Athena & Digium).
- Ability to communicate effectively with customers, vendors, and staff members alike.
- Ability to calmly handle stressful incoming calls politely, professionally, and efficiently handling customer requests without raising the volume and/or tone of one’s voice.
Interested candidates should apply through our ADP Workforce Now interface: ADP Workforce Now .
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