Job Description

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.

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

Call Center: Expected to cover shifts between 6:45am-7:00pm, Monday-Friday and rotating Holidays and Saturdays, 8:30am-4:00pm. Schedules will be posted ahead of time for planning purposes.

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

Benefit:

Coverage:

Effective:

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.

WA State Sick Leave

Employees will accrue 1 hour of Sick Leave for every 40 hours worked.

Employees are eligible to take paid sick leave for sick leave purposes only after the completion of their 90th day of employment.