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

We're seeking Call Center Representatives to join our growing team! In this newly created position, you'll be the first point of contact for our patients, helping them schedule appointments, answer questions, and connect with the care they need. The ideal candidate is professional, organized, detail-oriented, and thrives in a fast-paced environment.

A typical day of a Call Center Representative might include;

• Answer and manage a high volume of inbound calls in a courteous and professional manner.

• Schedule and confirm patient appointments using our electronic health record (EHR) system.

• Verify and update patient information accurately.

• Respond to patient inquiries and route calls to the appropriate department or staff member as needed.

• Provide patients with information about services, procedures, and appointment preparation.

• Maintain confidentiality of patient information in compliance with HIPAA regulations.

• Meet or exceed productivity and accuracy goals for scheduling and call handling.

• Assist with appointment reminders, follow-ups, and patient outreach.

• Collaborate with team members to ensure seamless patient flow and customer satisfaction.

• 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.

• Responsible for relating well to people from diverse ethnic and cultural backgrounds and for having empathy for patients with demonstrated ability to treat them with dignity and respect.

Experience Needed to Land this Gig:

• High school diploma or equivalent required; some college or medical office experience preferred. Current Medical Assistant (MA) or Nursing Assistant (CNA) certification required, with demonstrated experience working in either role.

• Previous experience in a call center, healthcare, or scheduling environment strongly preferred.

• Excellent attention to detail with strong organizational and time management skills.

• Ability to multitask in a fast-paced environment while maintaining accuracy.

• Strong interpersonal and communication skills, both verbal and written.

• Proficiency in computer systems, EHR software (Athena and/or NextGen), and Microsoft Office Suite.

• Results-driven with a focus on meeting performance goals and delivering high-quality service.

• Bilingual skills a plus.

Work Schedule:

Full Time

No. of Hours/week – 40

Monday to Friday – 7am to 4pm

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