We are seeking a Call Center Care Representative to join our practice in Brighton, MA.

The CCCR will work full time at our call center and provide telecommunications services to our patients/customers. The CCCR will be responsible for answering incoming calls from patients to schedule appointments, answer inquiries and questions, handle complaints or concerns, troubleshoot problems, and provide information.

• Bilingual/Bi-cultural Spanish and/or Portuguese required. Must be able to speak and understand.

Responsibilities of the Call Center Care Representative

• Receive inbound calls from patients/customers to interact with them and identify their needs, schedule, and route calls to appropriate resources.
• Place outbound calls to customers to follow up as needed for recalls, rescheduling of appointments, etc.
• Work in collaboration with the Call Center Manager to ensure high-quality, efficient, and patient centered care.
• Oversee the timely management of outgoing and incoming calls.
• Participates in the development of operational objectives, strategies, metrics, and goals with the Call Center Manager
• Develop, present, and execute solutions to management and stakeholders that will enhance improvement areas and act on trends that may affect business operations.

Requirements of the Call Center Care Representative

• Minimum two years of Hospital/Health Center "Call Center" and/or switchboard appointment booking experience
• Minimum of two years Practice Management, and Electronic Health Record (PM and EHR) required
• Minimum of three years of successful direct work experience with diverse populations whose primary language is not English
• Minimum of four years of clinical operations and program administration in a health care setting
• Demonstrated qualities in customer service, communication, and problem-solving skills.
• Bilingual/Bi-cultural Spanish and/or Portuguese required. Must be able to speak and understand.