Call Center Representative

Finger Lakes Community Health uses BambooHR for the hiring and onboarding of our staff. All communications for recruitment will come directly from BambooHR ([email protected]) and may appear as spam.

About Finger Lakes Community Health:

Finger Lakes Community Health (FLCH) was founded in 1989 with an original mission of serving the region's agricultural workers by linking individuals to area resources and providing essential health services. In 2009 the organization expanded to become a Federally Qualified Health Center (FQHC), serving patients of all incomes, ethnicities, and walks of life. Over the last decade, FLCH has grown to provide medical, dental, and behavioral health services to over 28,000 patients at eight health centers. With over 200 employees we strive to provide high-quality and innovative health care services to the Finger Lakes Region.

Benefits Offered:

Monday through Friday schedule, closed all major holidays

Medical insurance with a 90%+ employer contribution

Dental, Vision, and Life insurance

Safe Harbor 3% 401k contribution

Robust PTO offerings 

Education reimbursement

Job Summary:

The Call Center Representative is responsible for answering incoming calls, scheduling appointments, handling patient inquiries, and providing customer service in a healthcare environment. This position plays a vital part in ensuring seamless communication between patients and the facility while supporting the healthcare team in delivering efficient and high-quality primary care services.

Main Responsibilities:

Patient Appointment Scheduling 

Schedule patient appointments accurately in accordance with office policies. 

Obtain and verify patient demographics, insurance, and medical history.  

Update patient information in the electronic health records (EHR) system as needed. 

Follow-up on missed or rescheduled appointments. 

Contact patients directly to schedule appointments and provide information as directed by provider, telephone encounters, actions, or call center management.

Caller Inquiry Handling 

Triage incoming calls to determine the appropriate level of urgency and direct them accordingly. 

Address caller questions regarding available healthcare services, insurance, policies, and procedures. 

Route calls to the appropriate department or healthcare provider as necessary. 

Resolve patient concerns or escalate them to the proper team member for resolution. 

Call Quality Control

Document call interactions for quality control and follow-up purposes. 

Review call center metrics with department to identify areas of concern or improvement needed.

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Documentation  

Maintain comprehensive record of caller interactions through telephone encounters, actions, and referrals in the electronic health record system. 

Address telephone encounters and actions in the electronic health record system in accordance with Finger Lakes Community Health policies and procedures. 

Other Duties

Perform other related duties as assigned by the supervisor.

Education and Qualifications:

Highschool Diploma or GED

Customer service experience preferred, but not required

A valid government-issued photo identification document is required.

The ability to work flexible hours -- some evenings are required

Physical Requirements: 

Sitting/Standing: Prolonged sitting with occasional standing or walking.

Computer Use: Frequent typing and prolonged screen time.

Headset Use: Prolonged use of headset or earpiece for calls or virtual meetings.

Light Lifting: Frequently lifting or carrying objects up to 10 pounds.

Visual: Clear vision for reading and inspections.

Hearing Clarity: Ability to hear conversations in person or in virtual communications.

OSHA Level 3

Finger Lakes Community Health uses BambooHR for the hiring and onboarding of our staff. All communications for recruitment will come directly from BambooHR ([email protected]) and may appear as spam.