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Total Health Care, Inc. Job Class Specification/Job Description Title: Contact Center Representative Grade: TBD FLSA: Non-Exempt Financial Disclosure: May be required to file

Job Summary: Reporting to the Supervisor of the Contact Center and/or their designee, the Contact Center Representative will professionally respond to all incoming calls. After receiving the call they must efficiently address the reason for the call (such as appointments) or direct all calls to the appropriate destinations. Contacts and interactions vary and may involve multiple constituencies such as direct interaction with THC's executive management, community organizers, the general public, THC's patients, physicians, colleagues, assigned staff, vendors, contractors and consultants for the purpose of providing and exchanging information.

Example of Essential Job Functions:

• Provides exceptional internal/external customer service to patients, staff, and outside facilities in both English and Spanish.
• Schedules age-specific appointments, verifies demographic information, gathers insurance information, and obtains prior authorizations for appointments, if necessary.
• Reviews patient appointment history and educates patients regarding appointment needs.
• Makes the initial contact with a patient and explains the services available.
• Receives and distributes all calls to appropriate destinations.
• Records and delivers messages in a timely manner upon request and/or in the absence of certain personnel.
• Other duties as assigned

Minimum Education, Training and Experience Required:

Minimum of 2 years' experience working with the public in a high volume atmosphere. Previous experience in a call center, healthcare setting, and/or knowledge of medical terminology preferred. Must demonstrate computer literacy and basic knowledge of Microsoft office. Ability to operate a multi-lined phone system.

Required Knowledge, Skills and Abilities:

Knowledge of FQHC operations, operating principles, guidelines and bylaws. Excellent leadership, customer service, organizational and presentation skills as well as the ability to effectively communicate THC's vision, and motivate others to achieve it organizationally, departmentally, and personally/professionally. Ability to communicate effectively (verbally and in writing). Ability to plan and organize work initiatives to successfully accomplish center/organizational goals and objectives. Ability to multi-task, prioritize and delegate as appropriate. Strong analytical, problem solving and interpersonal skills. Ability to identify, develop and implement short/long-term strategic goals and objectives. Ability to develop and maintain customer relationships; influence, build credibility and trust. Ability to think critically as well as apply critical thinking skills. Ability to: ensure and advocate for quality healthcare and services; and, lead and manage a diverse staff.

Licenses and Certifications:

None

Physical Demands:

Must have the use of sensory skills in order to effectively communicate and interact with other employees and the public through the use of the telephone and personal contact as normally defined by the ability to see, read, talk, hear, handle or feel objects and controls. Ability to effectively use and operate various items of office related equipment, such as, but not limited to: personal computer, calculator, copier, and fax machine. Ability to lift, carry, push or pull heavy objects in excess of 25lbs as well as squat, walk, climb, bend, crouch, stoop, kneel, stand, grasp, reach, pull and repetitive motions. The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of the job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Work Environment:

Work is typically performed in an office setting or a variety of environments and conditions including offices, mechanical rooms, confined spaces, and other circumstances that include increased physical risk and exposure to adverse environmental conditions. Designation as Essential Personnel No