Call Center Representative; Hybrid

Position: Call Center Representative (Hybrid)

Job Location:

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

Full‑time. Salary Range: $18.00–$22.00 per hour.

Full‑time Call Center Representative position at Erie Family Health Centers. Primary duties include scheduling appointments for more than 90,000 patients across 14 sites, verifying insurance, providing general information, and routing calls as needed.

Responsibilities

• Handle an average of 70 calls per day (≈350 calls per week) and manage incoming telephone inquiries related to appointment scheduling, provider availability, clinic services, and general patient information.
• Schedule appointments in accordance with site‑based guidelines for all patients.
• Update patient demographic and insurance information at the time of scheduling.
• Verify Individual Health Coverage (IHC) eligibility and enroll patients with a medical card into the IHC program through the MEDI system.
• Identify and assist patients who are eligible for State Health programs (e.g., ALL KIDS, IHC).
• Page nurses and providers as needed, ensuring urgent messages are relayed through the airmail intranet.
• Properly route and handle all telephone calls—administrative, clinical, and informational—in compliance with departmental guidelines.
• Manage voicemails by diverting calls, recording messages, and distributing accurate messages; monitor voicemail functionality.
• Send messages accurately to the designated department based on the patient’s request.
• Correct scheduling errors within a reasonable timeframe.
• Support new hires by assisting with call shadowing.
• Provide excellent customer service and assist all patients in a professional and courteous manner.
• Attend all required trainings and professional development sessions, including Electronic Health Records (EHR) training on the second day of employment.
• Meet the required occupancy goal of 80%.
• Perform other duties as assigned.

Qualifications

• High School Diploma or equivalent required.
• One year of call center experience required.
• Strong computer skills, including Microsoft Office, dual‑screen navigation, and ability to type at least 25 words per minute.
• Proven track record of reliability, attendance, and punctuality.
• Experience working in a fast‑paced, rapidly changing environment.
• Prior work‑from‑home experience preferred but not required.
• Ability to consistently maintain metric and quality requirements.
• Illinois‑issued driver’s license or state .
• Bilingual proficiency in English and Spanish required.

Benefits

• Competitive hourly salary within the $18.00–$22.00 range.
• Full benefits package, including medical, dental, vision, life and disability insurance and a flexible spending account (FSA) for health care or childcare.
• 401(k) retirement program with Erie matching up to 5% of biweekly salary.
• Annual paid time off starting at 15 days and 8 paid holidays.
• Annual merit increases and opportunities for career advancement.
• Hybrid work‑from‑home opportunity with flexible hours that may include evenings and weekends.

Additional Information

• Must be able to work flexible hours, including evenings and weekends.
• Local candidates preferred.
• Will attend required training and enforce occupancy and quality metrics.

#J-18808-Ljbffr