POSITION SUMMARY

The Navigation Center Customer Service Representative (CSR) performs functions related to triaging all inbound calls, scheduling appointments, and delivering World Class customer service. A Navigation Center CSR will register new patients/clients, obtains basic insurance information, enter data in the Electronic Health Record (EHR) and schedule appointments accordingly. A Navigation CSR will be cross trained to work at a Health and Wellness Center front desk. Where they will be trained to perform administrative duties, schedule appointments, manage incoming calls, and backfill appointments as needed.

 

Bilingual (Spanish-English) preferred, but not required

 

EDUCATION AND EXPERIENCE/QUALIFICATIONS

High School diploma and one year of progressively responsible work experience is required. A valid Connecticut driver’s license and access to timely and reliable transportation are required. Experience with call center software, Microsoft Office products, other software programs, and office equipment such as fax, copiers, and scanners are preferable.

 

LOCATION

Bristol, CT

 

SCHEDULE

Part time, 25 hours

Monday-Thursday 3pm-7pm and Friday, 2pm-6pm

Hybrid – two days a week/remote after 90 day eval

 

EMPLOYEE BENEFITS

At Wheeler, we're committed to not only supporting your career growth but also ensuring your well-being and security. Here's how we invest in you:

 

Nurture Your Health:

Access to wellness programs to support your physical and mental health

Secure Your Future:

403(b) Plan, with contributions from the company

Fuel Your Career Growth:

Access training and development opportunities

Maintain Work-Life Harmony:

Access free and confidential counseling through our Employee Assistance Program (EAP)

 

ESSENTIAL DUTIES AND RESPONSIBILITIES

Answers the Navigation call queues: Greets callers in a professional and courteous manner.

Schedules appointments for all disciplines, including but not limited to Medical, Dental, Behavioral Health, and the Psychiatric department.

Obtains and records accurate information in the Electronic Health Record (EHR) at the time of every patient/client encounter.

Provides callers with accurate information, including but not limited to, accurate appointment date and time information.

Maintains a calm demeanor, displays respect, and practices active listening skills.

Actively manages the Navigation call queue, maintaining awareness to calls outside of the threshold.

Manages accurate and complete patient/client contact notes.

Maintains the Navigation voicemail box up to date

Maintains faxes up to date.

Maintains confidentiality in a professional manner of all information received, discussed, and recorded.

Maintains competencies to meet expectations in all position-specific key performance indicators. Understands workflows and knowledge of all departments and services offered.

Maintains flexibility pertaining to cross training at the Front Desk, and coverage as it meets the needs of the department.

Continues to develop knowledge and understanding about the history, traditions, values, family systems, and artistic expression of groups served as well as uses appropriate methodological approaches, skills, and techniques that reflect an understanding of culture.