Job Description

Kaniksu Community Health is a non-profit, award winning Community Health Center that provides integrated, team-based healthcare in north Idaho.

Patients consider us their partner in healthcare, over the course of their life and the spectrum of their health needs. From prevention and wellness to medical, dental, and behavioral health. From pediatric to geriatrics, we believe that quality healthcare should be accessible, approachable and affordable for everyone. Regardless of how a patient can pay, or the severity of their concerns, we help find solutions. We provide access to comprehensive and integrated multi-disciplinary services through the Patient Centered Medical Home model of care.

But we're not just invested in our patients – we're invested in our people. We know that our overall success is a combined effort and we therefore strive to provide opportunities for our employees to learn, grow and thrive. We are proud to have built a positive and engaged team with a "family" spirit. Our team members are dedicated and provide a patient centric approach to care and know exactly what we are working on and why, and how their everyday work contributes to successfully achieving this goal.

The benefits of working for KCH include:

• Medical, Dental, Vision, and Life insurance
• Education Assistance and Guided Career Pathways
• 4% 401K employer match
• In-house medical, dental, or behavioral health services
• Year round, affordable on-site childcare at KCH Kid's Club

A Kaniksu Community Health Call Center Representative is not just responsible for providing excellent customer service. They are committed to providing an excellent patient experience while performing essential clinical or administrative work in a fast-paced, productive environment. YOU ARE an essential team member charged with assisting patients in managing their care at Kaniksu Community Health.

Under the direction of the KCH Director of Nursing, KCH Charge Nurse and Medical Staff Providers and as a member of the Kaniksu Community Health Patient Centered Medical Home (PCMH) Team, a typical day might include of a Call Center Representative might include;

• Maintain established policies and procedures, objectives, quality assurance, and safety standards within the department.
• Opening of office duties: Remove telephones from night status. Check messages on voicemail and transfer to appropriate responsible staffs.
• Provides excellent customer service as first point of contact for Kaniksu Community Health
• Understands and can communicate general information about Kaniksu Community Health including, but not limited to services, locations, and providers.
• Determines needs of caller and manages appropriately.
• Understands call center metrics for purposes of improvement
• Coordinates and maintains a functioning schedule for all providers, ensuring accurate appointment time is allotted for medical home teams. Ensures all prior records are obtained before scheduling new patients, with the exception of patients being seen for acute care issues.
• Remain available at all times (with the exception of breaks, lunch, and emergencies) for patient access.
• Closing office duties: place telephones on nights.
• Performs other duties as assigned or as needed
• Multiple Duties: Must be able to work under conditions of constant interruption and be able to stay on task.

Experience Needed to Land this Gig:

• High school diploma or general education degree (GED); or equivalent combination of education and experience.
• Experience in a medical office and office functions preferred but not required;
• Excellent oral and written communication skills;
• Ability to maintain corporate confidentiality and HIPAA compliance;
• The ability to work in the absence of direct supervision;
• Excellent time management & critical thinking skills;
• Tact and graciousness in dealing with the agency's public, continuous professionalism with patients and co-workers;

Work Schedule:

Full Time

No. of Hours/week – 40

Days/Roster – 5 x8s – Monday to Friday

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