Patient Service Representative, Call Center

Patient Service Rep-Call Center

Under the direction of the Manager of Call Center, the Patient Service Rep-Call Center is responsible for performing customer service functions, from responding to a high volume of inbound calls, scheduling appointments, pre-registering, handling issues/complaints, responding to questions, or directing patients to the appropriate area. This role may also assist the Manager of Call Center with training new staff and mentoring peers.

Answers telephone and assists patients by providing information or directing them to the appropriate area, in a pleasant and professional manner.

Assists patients in scheduling, rescheduling, or canceling appointments and documenting the reason for the visit.

Enters patient data into computer system accurately and schedules appointments correctly by following the provided appointment guidelines.

Performs other duties as assigned.

Reports any unusual circumstances or phone call issues to the Manager of Call Center while following procedures outlined in training guides, memos, and other FHCSD documents.

Responsible for attending and putting into practice all staff training activities related to appointment scheduling.

At least 1 year of experience in a call center preferred.

At least 2 years customer service experience required OR Medical Assistant Certification/Medical Terminology course required.

High School diploma or GED equivalent preferred.

Medical Assistant Certification or Medical Terminology course preferred.

Ability to multi-task, be flexible, ensure accuracy, and meet changing priorities in a fast-paced, high-workload environment.

Bilingual English/Spanish required.

Intermediate computer literacy (i.e., use system to manage and schedule appointments, access electronic medical record information).

Intermediate written and verbal communication skills.

Knowledge of medical terminology and front office procedures preferred.

Bending (neck): OCCASIONALLY (1 - 3 HRS)

Bending (waist): NEVER

Carrying 0 - 10 lbs: FREQUENTLY (3 - 6 HRS)

Carrying 25 - 50 lbs: NEVER

Carrying 51 - 75 lbs: NEVER

Carrying 75 lbs: NEVER

Climbing (ladder): NEVER

Climbing (stairs): RARELY (0-1 HRS)

Driving: To drive from one clinic or another, or in the community: NEVER

Exposure to blood borne pathogens and biohazards: NO

Exposure to dust, gas, fumes, or chemicals: Office supplies.

Fine manipulation: FREQUENTLY (3 - 6 HRS)

Kneeling: NEVER

Lifting 0 - 10 lbs: FREQUENTLY (3 - 6 HRS)

Lifting 11 - 25 lbs: NEVER

Lifting 25 - 50 lbs: NEVER

Lifting 51 - 75 lbs: NEVER

Lifting over 75 lbs: NEVER

Power Grasping: NEVER

Pulling 0 - 10 lbs: FREQUENTLY (3 - 6 HRS)

Pulling 11 - 25 lbs: NEVER

Pulling 25 - 50 lbs: NEVER

Pulling 51 - 75 lbs: NEVER

Pulling over 75 lbs: NEVER

Pushing 0 - 10 lbs: FREQUENTLY (3 - 6 HRS)

Pushing 11 - 25 lbs: NEVER

Pushing 25 - 50 lbs: NEVER

Pushing 51 - 75 lbs: NEVER

Pushing over 75 lbs: NEVER

Reaching (above shoulder level): NEVER

Reaching (below shoulder level): RARELY (0-1 HRS)

Repetitive use of hand: CONSTANTLY (6+ HRS)

Simple Grasping: FREQUENTLY (3 - 6 HRS)

Sitting: CONSTANTLY (6+ HRS)

Standing: RARELY (0-1 HRS)

Twisting: NEVER

Use of Personal Protective Equipment: NO

Walking: RARELY (0-1 HRS)

Working around equipment and machinery: Office equipment

Ages of Patients Served: N/A

We are excited to share that the salary range for this position is:

$25.00 - $29.12

Information on our extensive benefits package can be found here: FHCSD Wellness Employee Hub (gobenefits.net)

FHCSD provides Equal Employment Opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, transfer, leave of absence, compensation, and training.