Call Center Representative (Hybrid)

Erie Humboldt Park Health and Dental Center - 2750 W. North - Chicago, IL 60647

• Salary Range: $18.00 - $22.00 Hourly
• Position Type: Full Time

Join the Erie team! Motivated by the belief that healthcare is a human right, we provide high-quality affordable care to support healthier people, families, and communities. Erie delivers holistic care to help every member of the family stay healthy and active from infancy through adulthood. Since 1957, we have provided high-quality care to diverse patients most in need, regardless of their insurance status, immigration status, or ability to pay.

Erie Family Health Centers, a nationally recognized top workplace with 14 sites in Chicago and suburbs, is looking for a valuable addition our Patient Access Operations team! The Patient Access Representative is responsible for answering all Erie’s incoming telephone calls through our main number in an efficient and courteous way, to provide appropriate routing, and handling telephones calls for all Erie health Centers. They are also responsible for verifying patient’s eligibility and answering all telephone inquiries regarding the daily appointment schedule, provider/clinic staff availability and general patient information.

At Erie, we are proud to provide competitive salaries, high-quality health care plans, generous time off benefits, retirement benefits, and more! Erie employees are eligible for Erie’s Full Benefits Package that includes Medical, Dental, Vision, Life and Disability Insurance and Flexible Spending (FSA) for Health Care or Childcare. Retirement Programs: 401(k) program with Erie matching $0.50 for every $1.00 up to the first 5% of the employee’s biweekly salary. Annual Paid Time Off: starting at 15 days of PTO, and 8 paid holidays. Competitive salary, annual merit increases, plus room for growth and career advancement.

*Compensation is based on each candidate’s experience, skills and education within the range identified for the role. Candidates who meet the minimum requirements of the role will start at entry in the range. Any additional skills, experience and education will be reflected in the compensation offered.

This role is a hybrid job. At Erie, a hybrid job combines working onsite at a specific Erie location and working from home from an approved workspace. Hybrid work schedules can vary depending on the role and needs of the organization. 

Main Duties & Responsibilities

• Answers all telephone inquiries regarding the daily appointment schedule, provider/clinic staff availability, Erie services and general patient information.
• Schedule appointments- Ensures to schedule appointments appropriately for all Erie Medical patients at WT, HP, HH, TC, & SBH. Schedules appointments in compliance with established guidelines for all medical specialties: FP, IM, Peds, NP, OB-Gyn, CNMs and miscellaneous.
• Responsible for updating patient’s demographic and insurance information at time of scheduling the appointment.
• Verifies IHC – Ensure that all patients who have the Medical card are enrolled in the IHC program with EFHC though the MEDI system.
• Captures all patients that can be eligible for State Health programs: such as ALL KIDS, IHC etc.
• Pages nurses and providers- Ensures to page message nurses & provider through airmail intranet for all urgent calls.
• Provides appropriate routing and handling of all telephone calls – administrative, clinical and informational in compliance with departmental guidelines.
• Diverts calls to voice mail locations as needed or records and distributes accurate messages. Monitors voice mail functioning as required.
• Patient Satisfaction – Responsible to provide excellent customer service to all patients and assist them at all times.
• Performs other duties as assigned

Qualifications

Education

• High School Diploma or equivalent required
• Healthcare operations or administration experience preferred

Skills and Knowledge

• One year of call center experience required
• Strong computer skills including Microsoft Office, experience with dual screens, and navigating between multiple applications at once
• Ability to type at minimum 25 words per minute
• Exhibits essential Customer Service focused commitment demonstrating active listening, focus on issue resolution, sharp attention to detail, and analytical and problem-solving abilities to meet and exceed the needs of our patients
• Proven track record of reliability and demonstrates importance of attendance and maintaining a positive work environment, arriving on time and with minimal absenteeism
• Experience working in a fast paced, rapidly changing environment
• Previous work from home experience is preferred but not required
• Ability to consistently maintain metric and quality requirements
• An Illinois-Issued driver's license or state ID is required. This can be obtained prior to starting.
• Bilingual proficiency in English and Spanish is required.

HYBRID Work from Home Opportunity

Must be able to work flexible hours which may include evenings and weekends. Local candidates are preferred.

The Erie Advantage Pledge: WORKING TOGETHER FOR WHAT MATTERS MOST

Erie makes a pledge that all current and future employees can feel confident that:

• Our mission, vision, and values unite us.
• Our voices matter.
• We do things well.
• Our inclusive culture promotes balance and belonging.
• We find our career sweet spot at Erie.