Call Center Representative

Job Code: CCR - 105

Starting Salary: $15.40 hourly; $32,032 annually

FLSA: Non-Exempt

Overview

We are an agency committed to innovative behavioral health services in trauma-informed care that promote healing and recovery to instill a sense of empowerment and foster a lifelong sense of resilience.

General Description

The purpose of this position is to deliver high quality customer service while ensuring effective communication between the consumers and clinics of Emergence Health Network (EHN). This position operates at a high-volume call center setting (in-bound and out-bound), assisting established consumers with scheduling appointments, appointment reminders, informing consumers of insurance and financials statuses and updating demographic information on EHN's Electronic Health Record (EHR).

This class works under close to general supervision according to set procedures but determines how or when to complete tasks.

Duties and Responsibilities

The functions listed below are those that represent the majority of the time spent working in this position. Management may assign additional functions related to the type of work of the position as necessary.

• Answer all inbound calls and complete all outbound calls by providing outstanding customer service in a professional, friendly and timely manner.
• Provide established consumers with scheduled appointment, any balances owed and update demographic information during call.
• Provide consumers with their financials status, insurance information (for verification), copays, deductibles and balances owed.
• Document information on designated EHR.
• Provide intake/aftercare appointment for new consumers or consumers referred by the Crisis Department. Obtain all information necessary to become an established consumer of EHN.
• Transfer calls accordingly to other departments or clinical programs, while ensuring to assist within the call center.
• Ensure all Personal Health Information (PHI) and Health Insurance Portability and Accountability Act (HIPAA) regulations are followed.
• Ability to learn all programs offered by EHN to provide to caller appropriate information.
• Ability to assist in collections of outstanding balances for services.
• Ability to assist consumers with cancelling and rescheduling appointments.
• Performs other duties as assigned.

Minimum Education and Experience Requirements

Requires High School graduation or GED equivalent supplemented by one (1) year of experience in a call center or medical office setting. Experience in a call center atmosphere with the ability to multitask with high volume of calls.

Required Knowledge and Abilities

Knowledge of trauma-informed theories, principles, and practices (includes multi-faceted understanding of concepts such as community trauma, intergenerational and historical trauma, parallel processes, and universal precautions), preferred.

Physical Demands

Performs sedentary work that involves walking or standing some of the time and involves exerting up to 10 pounds of force on a regular and recurring basis or sustained keyboard operations.

Unavoidable Hazards (Work Environment)

• Involves routine and frequent exposure to:
• Bright/ dim light, dust, and pollen.
• Other extreme hazards not listed above.

Special Certifications and Licenses

• Must possess and maintain a valid state Driver's License with an acceptable driving record.
• Must be able to pass a TB, criminal background and drug screen.

Americans with Disabilities Act (ADA) Compliance

Emergence Health Network is an Equal Opportunity Employer. ADA requires Emergence Health Network to provide reasonable accommodations to qualified persons with disabilities. Prospective and current employees are encouraged to discuss ADA accommodations with management.

Other Job Characteristics

• Staffing requirements, including criteria that staff have diverse disciplinary backgrounds, have necessary State required license and accreditation, and are culturally and linguistically trained to serve the needs of the clinic's patient population.
• Credentialed, certified, and licensed professionals with adequate training in person-centered, family centered, trauma informed, culturally-competent and recovery-oriented care.

Note: This Class Description does not constitute an employment agreement between the Emergence Health Network and an employee and is subject to change by the Emergence Health Network as its needs change.