Customer Care Center Representative

Customer Care Center Representative East Bay Community Action Program (EBCAP) Barrington, RI 02806 Full-time Full-time Description EBCAP Health Services is seeking a compassionate and organized Customer Care Center Representative to serve as the first point of contact for patients accessing our integrated healthcare services. This vital role combines appointment coordination, patient communication, and administrative support to ensure seamless access to medical, behavioral health, and dental care. The ideal candidate is a skilled communicator who thrives in a fast-paced environment, demonstrates attention to detail, and is committed to delivering exceptional patient-centered service that reflects EBCAP's mission and values. Key Responsibilities Manage high-volume multi-line phone system and patient portal inquiries with professionalism and efficiency Provide accurate information about services, hours, locations, procedures, and policies Route calls and messages appropriately across medical, behavioral health, dental, and other departments Execute specialized protocols for behavioral health appointments, urgent needs, and crisis calls Respond promptly to patient requests while maintaining a positive, compassionate tone Serve as a knowledgeable resource for patients, providers, and staff Schedule, reschedule, and cancel appointments across multiple health departments using electronic health and practice management systems Verify patient demographic and insurance information to ensure data accuracy Provide appointment reminders and proactive follow-up communications Assist with rescheduling for missed or canceled visits Document appointment details accurately in the electronic health record Monitor and track no-shows and cancellations for reporting purposes Confirm patient eligibility and insurance coverage as needed Maintain strict confidentiality and HIPAA compliance in all interactions Attend and actively participate in staff meetings, training sessions, and workflow improvement initiatives Execute special projects, reporting requests, and patient outreach campaigns as assigned by the Practice Manager Provide receptionist support including greeting patients and visitors as needed Follow site safety procedures and report incidents, hazards, or emergencies immediately Participate in safety drills and maintain awareness of emergency response protocols Ensure compliance with HIPAA and HRSA operational standards

Qualifications Required Qualifications:

High school diploma or equivalent Minimum 1 year of healthcare reception and scheduling experience Proficiency with multi-line phone systems and computer applications Strong verbal and written communication skills Ability to manage multiple tasks in a fast-paced environment Demonstrated commitment to confidentiality and professionalism

Preferred Qualifications:

Experience with electronic health records (EHR) or practice management systems Knowledge of medical terminology and insurance verification Familiarity with integrated care models (medical, behavioral health, dental) Bilingual (Spanish, Portuguese, or other languages spoken in the community) Benefits EBCAP provides a comprehensive compensation and benefits package that includes heavily subsidized medical and dental insurance plans (BCBSRI), supplemental vision insurance, voluntary medical and dependent care, flexible spending accounts, up to 3% company matching 403(b) retirement plan, employer-paid life insurance; long term disability, generous paid time off that includes vacation/holiday/personal days/sick time, mileage reimbursement, tuition reimbursement, opportunities for center-paid training/CEUs, and employee assistance program. About East Bay Community Action Program (EBCAP) East Bay Community Action Program (EBCAP) is a non-profit 501(c)(3) organization that provides high-quality, comprehensive, and accessible health and human services to people across eastern Rhode Island. Founded as part of President Johnson's War on Poverty in 1965, EBCAP now serves ten communities with over 20 distinct programs — including primary medical and dental care, behavioral health services, early childhood education, and community support programs for children, youth, families, adults, and seniors. Our 521 employees work across more than ten locations, addressing everything from immediate needs like food and housing to long-term health and wellness. If you are looking to make a meaningful impact on the lives of Rhode Islanders, we encourage you to apply. Equal Opportunity Employer East Bay Community Action Program (EBCAP) is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity or expression, national origin, age, disability, pregnancy, genetic information, veteran status, or any other characteristic protected by applicable federal, state, or local law. EBCAP is a federal contractor subject to Section 503 of the Rehabilitation Act and the Vietnam Era Veterans' Readjustment Assistance Act (VEVRAA). We take affirmative action to employ, advance in employment, and otherwise treat qualified individuals with disabilities and protected veterans without discrimination in all employment practices. If you require a reasonable accommodation to participate in the application or interview process, please contact People Operations at peopleoperations@ebcap.org (401) 431-9870 x1615.