Message Center, Call Agent

Who We Are:

SAC Health empowers our patients and their families to live vibrant and healthy lives through culturally responsive, exceptional care. Patient-centered, whole-person care. Our unique, full scope, team-based approach is what makes SAC Health the provider of choice for patients.

Top-Tier Patient Satisfaction Scores | Largest Teaching Health Center FQHC | 11 Locations offering 44 Specialties | Participation in NHSC & NCLRP loan forgiveness programs

What We Are Looking For

The Message Center, Call Agent is primarily responsible for answering inbound calls promptly and professional manner. The agent will follow "scripts and prompts" to gather and document appropriate information to route to assigned message center staff/in baskets. The agent will handle different topics, identifying customer's needs. The agent will also complete other duties as assigned.

Schedule : 4 days per week, 10 hours per day, Tuesday-Friday 7am-5:30pm | Location : Brier Clinic, San Bernardino, CA

ESSENTIAL FUNCTIONS AND DELIVERABLES

• Answers a high volume of inbound calls in a timely and professional manner.
• Uses prompts and scripts to gather information and accurately document incoming telephone calls per policy/guidelines.
• Routes documented encounters with the appropriate team members.
• Communicates with patients and staff in a clear tone, pleasant language, and positive attitude.
• Engages in active listening with callers, confirming or clarifying information, and diffusing angry patients, as needed.
• Verifies patient demographics and authenticates the caller.
• Ability to maintain composure and professionalism while always working with patients and staff.
• Able to work with minimal supervision and maintain positive rapport while operating within a group/team setting.
• Ability to collaborate, support, and function in a teaching organization that builds, coaches, and embraces interns and residency programs. Must demonstrate a passion for the team and have the ability to consistently work with rotating doctors, residents, and interns, while continuously building a trusting, safe, patient-centered workplace.
• Demonstrate the ability to be culturally sensitive and respect diversity, work effectively and with individuals of different cultures and socioeconomic status; Passion for service.
• Assist with training new and established employees as needed.
• Other duties as outlined in the official job description.

QUALIFICATIONS:

• Education: High school diploma or equivalent required. Medical terminology and additional studies in business preferred.
• Licensure/Certification: As a requirement of this position, you must receive EPIC certification for the module you have been hired into.
• Experience: 1+ years of experience in a Call Center/Appointment Center and/or in a front or back medical office preferred.
• Essential Technical/Motor Skills: Telephone skills and computer competency required. The ability to calculate figures and amounts such as discounts and percentages is required.
• Interpersonal Skills: Effectively communicate with all levels of personnel, students, and patients by phone, in writing and in person. Must be able to read, analyze and interpret procedures from various payer sources. Must possess basic writing skills.
• Essential Mental Abilities: Work independently with little supervision to set priorities and be accurate. Must be able to read, analyze and interpret procedures from various payer sources. Ability to define problems collects data, establish facts and draw valid conclusions.
• Work Eligibility: Must be legally authorized to work in the United States on a full-time basis. Must not now or in the future require sponsorship for employment visas.

EEO : SAC Health is committed to fostering a diverse, equitable and inclusive work environment and is committed to being an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status.

Full Benefits Package!

Industry Leading PTO Accrual (accrued per pay period) | Sick Leave | Paid Holidays | Paid Jury Duty, Bereavement | SAC Health Covers approximately 85% of Team Member health premium costs (may vary w/benefit plan selection) | Retirement - up to 8% employer contribution | Continuing Education and Learning Benefits | Annual Mission Trip and much more!

Learn More About the Work We Do:

SAC Health's Mission: SAC Health's mission is to reflect the healing ministry & love of Jesus Christ through healthcare, education & partnerships that empower our communities to flourish.

SAC Health's Core Values: Quality Healthcare - Teamwork - Wholeness -Integrity - Compassion - Excellence - Humble Service - Respect