Overview: Responsible for professionally and enthusiastically answering incoming calls from patients, family members and other external parties to schedule healthcare appointments, answer questions, handle complaints, troubleshoot problems and provide information on behalf of the institution. Responsibilities: ESSENTIAL DUTIES AND RESPONSIBILITIES: (Other specific duties may be assigned.) The essential functions listed here are representative of those that must be met to successfully perform the job. Answers inbound calls by the 3rd ring in a professional and polite manner and routes calls appropriately Schedules and cancels appointments based on need, patient request, and in accordance with system and clinic guidelines Communicates appointment details and any required preparation, along with necessary paperwork, to facilitate on time arrival, and appointment preparedness. Writes clerical and clinical patient related messages from patients, family members, and other healthcare professionals to administrative and provider staff Responsible for de-escalating crisis calls by providing a composed and professional demeanor and escalating priority issues for resolution Ability to remain highly effective under stress and respond to pressure in a manner acceptable to individuals served and the Agency Identifies emergent and crisis patient situations based on caller information and coordinates with provider staff Performs other position appropriate duties as required, in a competent, professional and courteous manner. COMPETENCIES: The competencies listed here are representative of those that must be met to successfully perform the essential functions of this job. Highly developed customer service principles and practices Excellent interpersonal and communication (Oral and Written) skills Ability to communicate verbally and in writing required Excellent data entry, numeric, typing, and computer navigational skills Excellent organizational skills to manage multiple and competing priorities in a changing environment Ability to work in a fast paced and constantly changing environment Ability to quickly assess a request and respond appropriately Knowledge of call center telephone system and technology Qualifications: EDUCATION AND EXPERIENCE: High School diploma; some college preferred 2 to 3 years of experience in a call center Experience working in a healthcare or mental health environment preferred Healthcare appointment scheduling experience preferred Experience working with computerized systems Bi-lingual Spanish preferred MATHEMATICAL SKILLS: Ability to calculate moderately complex figures and amounts to accurately report activities and budgets. REASONING ABILITY: Ability to function in a fluid environment and respond appropriately to changing priorities Ability to respond to and de-escalate crisis situations Demonstrate high ethical standards in all professional relationships within the organization and outside of it COMPUTER SKILLS: Microsoft Office to include Email, MS Word, Excel and PowerPoint Ability to utilize Internet for resources. Ability to type 40 words per minute. CERTIFICATIONS, LICENSES, REGISTRATIONS: None required. PHYSICAL DEMANDS & WORK ENVIRONMENT PHYSICAL DEMANDS: The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations can be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this job, the incumbent is regularly required to talk and hear, use hands and finger to operate a computer and telephone. Due to the responsibilities of this position the incumbent must be able to carry and/or lift equipment and supplies (up to 20 pounds). Th