Call Center Representative (Wailuku, HI)

Community Clinic of Maui, Inc. dba Malama I Ke Ola Health Center is a Federally Qualified Health Center (FQHC) and a fully integrated behavioral health, dental, and primary care system. Our 100+ professionals and providers serve the people of Maui at three clinics—two locations in Wailuku and one in Lahaina. We have behavioral health providers who partner with the primary care clinicians to assist in a vast number of activities including warm handoffs for acute behavioral health crisis management, substance abuse counseling, tobacco cessation counseling, chronic disease self management counseling, and long-term individual and family therapy. We have been serving the Maui community since 1993.  Since 2015, we have served over 11,000 patients of which 97% are living at or below 200% of the Federal poverty level.  Our philosophy is for all professionals to work at the top of their license.  We are a learning organization that focuses on Patient Centered Medical Home (PCMH), Trauma-Informed Care, and Team-Based Care.  Please visit our website https://ccmaui.org/ to view our unique focus projects, our professional staff, and to learn more about our health center.  Join our growing team of caring, competent, and committed professionals in serving the underserved communities on Maui.

 Call Center Representative
 
This position is a vital member of the patient services team, providing high-touch client services via telephone in accordance with nationally accepted guidelines, policies and procedures, and in support of the health center’s goals and objectives in delivering exceptional care to our patients.  The reports directly to the Health Information Technology (HIT) Manager.

Join the Mālama I Ke Ola Health Center Team! 

• 90 Day Introductory Period 
• Competitive compensation
• Continuous Learning On-The-Job and Internal Training Sessions
• Medical, Dental, Vision, life insurance, short & long-term disabilty, and 403(b) Retirement Plan
• Vacation, Holiday and Sick Benefits

Essential Duties and Functions:

• Provides excellent customer service to patients utilizing appropriate customer service techniques in a team environment.
• Answers and places telephone calls in a professional manner at all times, ensuring that the privacy of all patient medical information is in accordance with HIPAA regulations and clinic policies and procedures.
• Conveys ownership of calls, remains client-service focused, and offers appropriate options to resolve issues and to reduce call backs from patients/callers.
• Prepares and updates patient charts for current and future appointments.
• Creates, generates, and analyzes reports as requested.
• Assists with inputting data into the Electronic Medical Record, Practice Management System, i2iTracks or other data reporting system.
• Schedules appointments based on availability and continuity of care, verifies insurance information, updates demographics, and informs patients of necessary documentation for health center visits.
• Calls patients to confirm appointments, a week before and the day of, to advise check-in time prior to appointment.
• Appropriately documents all interactions and activities relevant to each call; escalates to HIT Manager as needed.
• Reports all telephone systems and computer problems immediately to the HIT Manager or IT Support.
• Intakes, facilitates, and documents patient complaints, reporting all incidents to the HIT Manager in a timely manner.
• Attends all training and in-service meetings.
• Complies with Employee Health Services.
• Provides assistance to auditors as required.
• Performs other related duties as assigned.

Education:

• High School Diploma or equivalent  

Experience:

• Minimum of one two years’ experience in high-touch customer/client services with at least one year experience in a high-volume call center environment with knowledge and practice of HIPAA compliance. 

Skills:

• Excellent verbal communication skills, knowledge of medical terminology, and ability to work quickly, accurately, and professionally in a busy HIT- Call Center environment. 
• Excellent interpersonal, solution-oriented, multi-tasking, and time management skills.

• Must have negative TB clearance within past 12 months.
• Proof of COVID-19 Vaccination as required by federal mandate or acceptable/approved medical or religious exemption.

 

 
 
Community Clinic of Maui, Inc. dba Malama I Ke Ola Health Center is an equal opportunity employer and prohibits discrimination and harassment of any kind. We are committed to the principle of equal employment opportunity for all employees and to providing employees with a work environment free of discrimination and harassment. We embrace a friendly, warm, and welcoming environment so that we can deliver on our promise to provide quality care to our community. E komo mai (Welcome)

Equal Employment Opportunity Statement
We are an equal opportunity employer. We do not discriminate on the basis of age, race, sex, religion, color, national origin, ancestry, marital status, disability, sexual orientation, lactation, arrest and court record or any other protected category recognized by state and federal laws.

This is a non-management position
This is a full time position