Bilingual Call Center Agent I

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.

Job Summary
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.

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.

Essential Functions: These functions are fundamental to the role and must be performed with or without a reasonable accommodation.

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.

Essential Duties & Responsibilities: These functions are fundamental to the role and must be performed with or without a reasonable accommodation.

1. Performs other duties and tasks as assigned by supervisor
2. Start shift on time and meet attendance standards per the FTE assigned in HRIS system.
3. Follow safety policies and maintain a clean, safe work environment.
4. Demonstrate sound work ethics, flexibility, and cultural sensitivity
5. Uphold CVCH’s mission and core values in all interactions.
6. Comply with CVCH policies, Joint Commission standards, and HIPPA regulations.

Non-Essential Functions: These are tasks that are included in the role but are not critical. They may be reassigned or modified without fundamentally changing the job.

• Run ad hoc reports as requested.
• Participate in internal committees or special projects.
• Contribute to internal communications or newsletters.

Qualifications:

Education:

• High School Diploma or equivalent preferred.

Experience:

• Call Center Agent I:
• One year experience in the medical or business/office field or equivalent education and training preferred. Experience with call centers and medical reception preferred.

Language Skills:

• Bilingual English/Spanish Required

Skills & Competencies needed:

• Strong interpersonal and communication skills
• Analytical and problem-solving abilities
• Ability to manage sensitive and confidential information

Work Environment & Physical Demands:

• Typical office environment
• Sit, stand, walk, often
• Reach occasionally
• Kneel or crouch minimally
• May need to lift up to 10 pounds
• Visual acuity for close and distance work

Exposure to Hazards:

• Moderate noise
• Standard administrative working conditions

Blood/Fluid Exposure Risk:

• Category III – Tasks involve no greater exposure to blood or body fluids than would be encountered by a visitor.

Age-Specific Competency:

• Not applicable – position does not involve patient care.

Telecommuting:

Not eligible for telecommuting.

Equal Opportunity Statement:

• CVCH is an equal opportunity employer and embraces diversity in the workplace. We are committed to providing a respectful, inclusive, and supportive environment for all employees.

Benefits

*Coverage below based on a 1.0 FTE; Medical, Dental, Paid Leave, Holidays are prorated based on FTE

Benefit:

Coverage:

Effective:

Medical

    Premera (Self Insured)

    Preferred Provider