Call Center Patient Service Representative
Greater Lawrence Family Health Center
Methuen, US
1d ago

Description Established in 1980, the Greater Lawrence Family Health Center, Inc. (GLFHC) is a multi-site, mission-driven, non-

profit organization employing over 600 staff whose primary focus is providing the highest quality patient care to a culturally diverse population throughout the Merrimack Valley.

Nationally recognized as a leader in community medicine (family practice, pediatrics, internal medicine, and geriatrics), GLFHC has clinical sites throughout the service area and is the sponsoring organization for the Lawrence Family Medicine Residency program.

GLFHC is seeking a compassionate, customer-service oriented; bilingual (English / Spanish) Call Center Representative to join our dynamic and fast paced Call Center team.

The Call Center Representative performs all functions necessary to ensure that calls are handled efficiently and professionally.

The Call Center Representative promotes overall customer satisfaction and acts as a liaison between the caller and the Health Center. Scope of Duties :

  • Promptly answers all incoming calls in a polite and professional manner using the appropriate uniformed script. Confidentiality and customer service are the first priority.
  • Screens calls and determine if 1) CCR can assist patient with request(s); 2) takes a message and explains that patient will receive a call back;
  • or 3) transfers calls to a specific department for resolution.

  • Schedules appointments for patients requesting Follow-up’s, Complete Physical Exam’s, Well Child Check’s, New Patient Appointments, Prenatal Visits, CSS, Internal Referrals and other Specialty appointments.
  • Assists patients with enrollment in all available insurance plans by scheduling the patient with the representatives assigned to enrolled patients (Mass Health, Commonwealth Care).
  • Properly schedules appointments following appointment scheduling protocol. Reviews appointment date, time, location, and provider name with caller. Requirements
  • Bilingual (Spanish / English) required
  • Computer knowledge required
  • Excellent communication skills required
  • Training in a Medical or Administrative field preferred
  • Ability to handle stressful situations
  • High School diploma or GED certificate GLFHC offers a setting that’s flexible, rewarding and challenging. If you want to make an impact to the community we serve, apply today!
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