Call Center Representative (Medical Office) - full-time

Call Center Representative

Full-Time | Canton, NY

Join a mission-driven team making a difference every day.

At Community Health Center of the North Country, our mission is to provide comprehensive, equitable, and accessible high-quality health care to people of all income levels. As a Call Center Representative, you'll often be the first voice our patients hear, helping individuals across our health centers access the care they need while creating a welcoming and positive experience from the very first interaction.

Starting Pay: $18.39 per hour (paid biweekly)

Schedule: Full-time, 37.5 hours per week. Employees work regular, pre-scheduled 8-hour shifts that fall within the call center’s operating hours:

• Monday-Thursday: 6:30 a.m. - 6:00 p.m.
• Friday: 6:30 a.m. - 5:00 p.m.

No evenings, weekends, or major holidays.

Position Summary

The Call Center Representative serves as the first point of contact for patients calling any of our health centers. In this role, you'll answer incoming calls and electronic messages, schedule appointments, respond to patient questions, and help connect individuals with the providers and services they need. This position is ideal for someone who enjoys helping others, thrives in a fast-paced environment, and is committed to delivering exceptional customer service.

What You'll Do

Provide outstanding customer service by

• Answering incoming telephone calls, electronic health record messages, and patient portal inquiries promptly and professionally.
• Creating a welcoming, positive experience for patients, providers, and community members.
• Responding to general questions regarding appointments, insurance, co-payments, and our sliding fee scale.
• Maintaining patient confidentiality in accordance with HIPAA requirements.

Help patients access care by

• Scheduling appointments using established scheduling protocols.
• Routing calls and messages to the appropriate clinical or administrative staff.
• Assisting patients in accessing providers, medications, and other health care services in a timely manner.
• Confirming appointments through outbound calls as needed.
• Responding appropriately to emergency calls following established procedures.

Support efficient health center operations by

• Accurately documenting patient communications within the electronic health record while speaking with callers.
• Developing a strong understanding of our health center services and workflows.
• Participating in patient outreach and customer service initiatives that improve access to care.
• Welcoming new patients and helping maximize appointment availability.
• Seeking assistance when needed to ensure patients receive the highest level of service.
• Performing other duties as assigned.

Requirements

Required

• High school diploma or GED.
• One year of customer service experience.
• Excellent communication, organizational, and multitasking skills.
• Strong computer skills with the ability to navigate multiple systems while speaking with patients.

Preferred

• Associate's degree.
• One year of call center, medical office, or dental office experience.

Why Join Us?

When you join Community Health Center of the North Country, you'll become part of a team dedicated to improving the health of our communities. We offer competitive pay, a comprehensive benefits package, paid time off, health, dental, and vision insurance, retirement benefits with employer contributions, employer-paid life insurance, ongoing training and an opportunity for advancement, and a supportive team environment where your work truly makes a difference.