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 procedures 

Education and Qualifications:

• Highschool Diploma or GED
• Customer service experience preferred, but not required
• The ability to work flexible hours -- some evenings are required
• The ability to communicate fluently in both Spanish and English is strongly preferred

Physical Requirements: 

• Must be able to hear and communicate with clients and staff via phone, web media, and in person.
• Must be able to lift up to 40 lbs.
• Must be able to sit for extended periods of time
• Must be able to kneel, crawl, or bend into awkward spaces
• OSHA Level 3

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.