SUMMARY This position is responsible for the oversight of call-center staff in absence of Call-Center Coordinator. Which includes the answering phones, scheduling appointments, data entry, and distribution of messages.
ESSENTIAL DUTIES AND RESPONSIBILITIES include the following. Other duties may be assigned.
Answers all incoming phone calls to the Call Center, determines callers’ needs and responds accordingly.
Answers and distribute phone calls to appropriate staff members.
Takes complete and accurate messages.
Schedules appointments for patients.
Enters pertinent patient information into EPM/EHR System completely and accurately.
Check and distribute voicemail messages.
Assists Call Center Coordinator and other staff members as needed.
Assist other Health Centers with patient phone calls as needed.
Assists creation and execution of Call Center schedules.
Assists with completion of monthly call center reports.
Assists Call Center Coordinator with patient escalations and/or complaints.
Serves as on-call backup for call center.
Report to all scheduled work sites and shifts on time and fully prepared to engage in all job responsibilities; location of work sites and shifts will change at the discretion of the supervisor.
Engage in all offered training, consultations and supervisions made available. Fully and professionally respond to and implement directives and advice offered by all supervisory and training personnel, as well as professionally offered feedback from coworkers.
Perform other duties as assigned
High School or GED required
Customer Service skills
Call Center experience, preferred
Leadership experience preferred, but not required.
Greater Elgin Family Care Center (GEFCC) is a 501(c)3 non-profit organization serving the medically uninsured, underinsured and publicly insured residents of Elgin, Streamwood, Sycamore and McHenry, Illinois, and surrounding communities. GEFCC is currently accredited through the Joint Commission and provides comprehensive medical, dental, and behavioral healthcare.Currently, GEFCC offers:- Well C...hild Care- Physicals and Immunizations- Sick Care- Child, Adolescent & Adult Psychiatry/Behavioral Health- Chronic Disease Management- Women's Health Care, Including OB- Preventive Care Services- Specialty Clinics- Specialty Education- Laboratory Testing- Diagnostic Testing- WIC Services- Medical Case Management- Family Case Management- Preventive and Restorative Oral Health Care.