Call Center Representative; DH- Telecommunications

Navajo Preference Employment Act

In accordance with Navajo Nation and federal law, TCRHCC has implemented an Affirmative Action Plan pursuant to the Navajo Preference in Employment Act. Pursuant to this Plan and corresponding TCRHCC Policy, applicants who meet the necessary qualifications for this position and (1) are enrolled members of the Navajo Nation, Hopi Tribe, or San Juan Southern Paiute Tribe will be given preference in hiring and employment for this position, (2) are legally married to enrolled members of the Navajo Nation, Hopi Tribe, or San Juan Southern Paiute Tribe and meet residency requirements will be given secondary preference, and (3) are enrolled members of other federally-recognized American Indian Tribes will be given tertiary preference.

POSITION SUMMARY

Call Center Representative is part of a highly functioning team who helps with operations of Tuba City Regional Health Care Corporation, which includes satellite clinics in LeChee, Bodaway/Gap, and Flagstaff. The Call Center Representative interacts with patients via telephone and performs a range of duties which includes, scheduling, gathering required information in preparation for the patient’s appointments. Providing effective customer service to those that need health care services.

While following established clinic protocols, responsibilities include educating patients of the care team and how they can improve their access to care; confirmation of appointments; answering patient questions to connect them to those who can help; identifying and carrying out clinical support duties associated with patient care services and administrative provider support. Uses tact and respect to communicate with patients and families during times of emotional and physical stress and collaborates with various departments to expedite patient services and improve patient satisfaction.

This position requires the ability to work under conditions of frequent interruptions and a high-pressure environment, with the willingness to work a flexible schedule. Work schedules consist of holidays, weekends and nights; including emergency callback, after working hours, and weekends.

NECESSARY QUALIFICATIONS

Education: Must have a high school diploma or GED

Experience:

Other

Skills and Abilities:

• A record of satisfactory performance in all prior and current employment as evidenced by positive employment references from previous and current employers. All employment references must address and indicate success in each one of the following areas:
• Ability to communicate professionally, effectively on the telephone, and provide excellent customer service
• Ability to relate to persons with diverse educational, socioeconomic, ethnic backgrounds
• Ability to handle confidential and sensitive information
• Ability to work independently, under pressure, handle difficult callers, and exercise good judgement to handle calls appropriately
• Ability to accommodate a non-traditional work schedule and excellent attendance and punctuality
• A strong work ethic with a desire to help and make a difference and contribute to an environment that promotes positive employee morale and personal job satisfaction
• Possession of high ethical standards and no history of complaints
• Proficient in computers and relevant software applications and practice management technology including electronic record keeping.
• Knowledge of customer service principles and practices
• Positive communication and working relationships with others.
• Completion of and above-satisfactory scores on all job interviews, demonstrating to the satisfaction of the interviewees and TCRHCC that the applicant can perform the essential functions of the job
• Successful completion of and positive results from all background and reference checks, including positive employment references from authorized representatives of past and current employers demonstrating to the satisfaction of TCRHCC a record of satisfactory performance and that the applicant can perform the essential functions of the job
• Successful completion of fingerprint clearance requirements, physical examinations, and other screenings indicating that the applicant is qualified to be employed by TCRHCC and demonstrating to the satisfaction of TCRHCC that the applicant can perform the essential functions of the job
• Submission of all required employment-related documents, applications, resumes, references, and other required information free of false, misleading or incomplete information, as determined by TCRHCC.

Physical: The work involves sitting for long periods of time; and, minimal standing,…