Call Center Representative (Hybrid)

Position Overview

Join the Erie team! Motivated by the belief that healthcare is a human right, we provide high‑quality, affordable care to support healthier people, families, and communities. Erie Family Health Centers, a nationally recognized top workplace operating 13 sites in Chicago and its suburbs, is seeking a Call Center Representative to join our Patient Access Team. In this role, you will be responsible for routine appointment scheduling for all sites and over 90,000 patients, ensuring efficient and courteous service.

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

Compensation: $18.00 - $22.00 Hourly

This is a HYBRID work from home opportunity. Must be able to work flexible hours, including evenings and weekends. Local candidates are preferred.

Key Responsibilities

• Handle an average of 70 calls per day, ensuring each patient receives outstanding service.
• Answer incoming telephone inquiries related to appointment scheduling, provider availability, Erie services, and general patient information (including medical, dental, and triage services). Bilingual candidates may be assigned to Spanish queues as needed.
• Attend all required trainings and professional development sessions, including Electronic Health Records (EHR) training, to ensure proficiency in scheduling and record management.
• Meet the required occupancy goal of 80% and schedule appointments in accordance with site-based guidelines.
• Update patient demographic and insurance information at the time of scheduling and verify Individual Health Coverage (IHC) eligibility using the MEDI system.
• Identify and assist patients eligible for State Health programs.
• Page nurses and providers as needed, ensuring urgent messages are relayed promptly.
• Properly route and manage all inbound calls—including administrative, clinical, and informational—in compliance with departmental guidelines.
• Manage voicemails and send accurate messages to the designated departments.
• Correct scheduling errors promptly and support new hires by assisting with call shadowing.
• Provide excellent customer service to ensure high patient satisfaction.
• Perform other related duties as assigned.

Required Qualifications

• High School Diploma or equivalent required.
• At least one year of call center experience.
• Strong computer skills, including Microsoft Office, and the ability to navigate between multiple applications using dual screens.
• Ability to type a minimum of 25 words per minute.
• Proven track record of reliability, punctuality, and maintaining a positive work environment.
• Experience working in a fast-paced, rapidly changing environment and consistently meeting metric and quality requirements.
• Must possess an Illinois‑issued driver’s license or state ID (or be able to obtain one prior to starting).

Preferred Qualifications

• Experience in healthcare operations or administration.
• Previous work from home experience.
• Bilingual proficiency in English and Spanish.

Benefits & Perks

• Medical, Dental, Vision, Life, and Disability Insurance
• Flexible Spending Account (FSA) for Health Care or Childcare
• 401(k) Retirement Program with Erie matching $0.50 for every $1.00 contributed (up to the first 5%)
• Annual Paid Time Off: Starting at 15 days plus 8 paid holidays
• Competitive salary with annual merit increases and opportunities for career advancement