Call Center Representative Hybrid

Join the Erie team! Motivated by the belief that healthcare is a human right we provide high quality affordable care to support healthier people families and communities. Erie delivers holistic care to help every member of the family stay healthy and active from infancy through adulthood. Since 1957 we have provided highquality care to diverse patients most in need regardless of their insurance status immigration status or ability to pay.

Erie Family Health Centers a nationally recognized top workplace with 13 sites in Chicago and suburbs is looking for a valuable addition to our Patient Access Team! The Call Center Representative will be responsible for routine appointment scheduling for all of Eries 13 sites and over 90k patients which includes all providers and specialties! Our Call Center Representatives are responsible for verifying patients insurance scheduling accurately providing general information and routing the call to another team when necessary.Our representatives handle all calls in an efficient and courteous way providing the best possible patient experience.

At Erie we are proud to provide competitive salaries highquality health care plans generous time off benefits retirement benefits and more! Erie employees are eligible for Eries Full Benefits Package that includes Medical Dental Vision Life and Disability Insurance and Flexible Spending (FSA) for Health Care or Childcare. Retirement Programs: 401(k) program with Erie matching $0.50 for every $1.00 up to the first 5 of the employees biweekly salary. Annual Paid Time Off: starting at 15 days of PTO and 8 paid holidays. Competitive salary annual merit increases plus room for growth and career advancement.

Compensation is based on each candidates experience skills and education within the range identified for the role. Candidates who meet the minimum requirements of the role will start at entry in the range. Any additional skills experience and education will be reflected in the compensation offered.

Main Duties & Responsibilities

• Handle an average of 70 calls per day (approximately 350 calls per week) depending on call volume.
• Answer all incoming telephone inquiries related to daily appointment scheduling provider and clinic staff availability Erie services and general patient information including medical dental and triage services. (Bilingual candidates will be assigned to Spanish queues as needed based on call volume and Workforce Manager direction.
• Attend all required trainings and professional development sessions including Electronic Health Records (EHR) training on the second day of employment to ensure proficiency in patient scheduling and record management.
• Meet the required occupancy goal of 80
• Schedule appointments in accordance with sitebased guidelines for all patients.
• Update patient demographic and insurance information at the time of scheduling.
• Verify Individual Health Coverage (IHC) eligibility ensure that all patients with a medical card are enrolled in the IHC program with Erie Family Health Centers (EFHC) through the MEDI system.
• Identify and assist patients who are eligible for State Health programs (e.g. ALL KIDS IHC etc..
• Page nurses and providers as needed ensuring urgent messages are relayed through the airmail intranet.
• Properly route and handle all telephone calls administrative clinical and informational in compliance with departmental guidelines.
• Manage voicemails by diverting calls recordings and distributing accurate messages; monitor voicemail functionality as needed.
• Send messages accurately to the designated department based on the patients request.
• Correct scheduling errors within a reasonable timeframe.
• Support new hires by assisting with call shadowing.
• Patient Satisfaction: Provide excellent customer service and assist all patients in a professional and courteous manner.
• Perform other duties as assigned.

Education

• High School Diploma or equivalent required
• Healthcare operations or administration experience preferred

Skills and Knowledge

• One year of call center experience required
• Strong computer skills including Microsoft Office experience with dual screens and navigating between multiple applications at once
• Ability to type at minimum 25 words per minute
• Exhibits essential Customer Service focused commitment demonstrating active listening focus on issue resolution sharp attention to detail and analytical and problemsolving abilities to meet and exceed the needs of our patients
• Proven track record of reliability and demonstrates importance of attendance and maintaining a positive work environment arriving on time and with minimal absenteeism
• Experience working in a fast paced rapidly changing environment
• Previous work from home experience is preferred but not required
• Ability to consistently maintain metric and quality requirements
• An IllinoisIssued drivers license or state ID is required. This can be obtained prior to starting.

HYBRID Work from Home Opportunity

Must be able to work flexible hours which may include evenings and weekends. Local candidates are preferred.

The Erie Advantage Pledge:WORKING TOGETHER FOR WHAT MATTERS MOST

Erie makes a pledge that all current and future employees can feel confident that:

• Our mission vision and values unite us.
• Our voices matter.
• We do things well.
• Our inclusive culture promotes balance and belonging.
• We find our career sweet spot at Erie.