Call Center Representative - Spanish Speaking

Summary: This position supports the Organization in the following manner:Answers phones in pleasant and professional manner and timely fashion and deals with patients’ needs expeditiously.Provides highest level of patient/customer service, directions, information, and overall assistance to patients allowing them to navigate all HOFHC services and locations.Updates patient information, advises patient to bring current picture I.D, update financial information, update sliding scale status, update insurance information, and advice patients of balance due.Gather and evaluate confidential patient information, including insurance or financial data for the purpose of determining patient responsibility and/or qualification for financial assistanceVerify all front desk documents are current and up-to-date, and documents in quick note any missing information.Verify if current patient or new patient.Establish the center closest to the patient and the reason for the requested appointment.Responsible to remind patient to bring all medications and glucose, blood pressure monitor logs to appointment.Responsible for any rescheduling of patients appointments.Communicate patient concerns to clinical via Electronic Medical Records (EMR) and administrative staff via email.Schedule appointments and call patients to confirm appointments.Reports to: COOSupervises: N/ADress Requirement: Business CasualWork Schedule:Monday through Friday during HOFHC’s standard business hours Times are subject to change due to business necessityNon-ExemptJob Duties, these are considered essential to the successful performance of this position:Optimistically greet persons upon entry and assist them upon exit, striving to meet and exceed the expectations of patients, visitors and other staff membersGather and evaluate confidential patient information, as related to insurance or financial data for the purpose of determining patient responsibility and/or qualification for financial assistanceAnswer the phone in a timely and efficient manner, identifying the Organization and optimistically greeting the callerTransfer all phone calls to the appropriate staff memberSet appointment times in coordination with the medical staff work schedule and call patients to confirm appointmentsConsistently ensure HIPAA regulations and other federal, state and local laws and regulations pertaining to the duties of this position are observedAdhere to all of the Organization’s policies and procedures, especially the hazardous, health and safety proceduresOther duties as assigned (non-essential)Equipment Operated:TelephoneComputerPrinter /CopierFax machineScannerOther office equipment as assignedFacility Environment:Heart of Ohio Family Health operates in multiple sites in Columbus, Ohio and surrounding areas. All facilities are a medical office environment with front-desk reception area, separate patient examination rooms, pharmacy stock room, business offices, hallways and private toilet facilities. Both facilities ADA compliant.This position’s primary work area is the call center area which is shared by other co-workers with similar tasks and functions. The call center area is:kept at a normal working temperature and sanitized dailymaintains standard office environment furniture with adjustable chairsmaintains standard office equipment; i.e., computer, copier, fax machine, etc. at a normal working heightPhysical Demands and Requirements: these may be modified to accurately perform the essential functions of the position:Mobility = ability to easily move without assistanceBending = occasional bending from the waist and kneesReaching = occasional reaching no higher than normal arm stretchLifting/Carry = ability to lift and carry a normal stack of documents and/or filesPushing/Pulling = ability to push or pull a normal office environmentDexterity = ability to handle and/or grasp, use a keyboard, calculator, and other office equipment accurately and quicklyHearing = ability to accurately hear and react to the normal tone of a person’s voiceVisual = ability to safely and accurately see and react to factors and objects in a normal settingSpeaking = ability to pronounce words clearly to be understood by another individualJob Qualifications (Experience, Knowledge, Skills and AbilitiesExperience with Electronic Health Records preferably Allscripts software systemPrefer experience in a physician’s office, clinic, hospital business office, billing office or related area dealing with the public in collection of data and fundsUnderstanding of laws and regulations impacting the registration procedureAbility to accurately enter data, preferably typing at a minimum of 45 wpmHas the ability to diffuse and handle difficult situations by using good judgment, control of emotion and diplomacyDemonstrates grammatically-correct verbal and written communication skillsDemonstrates efficient and courteous telephone skillsDemonstrates resilience, a positive attitude and the ability to work well in a fast paced, rapidly changing environmentAbility to work in a team setting and/or with minimal supervision #J-18808-Ljbffr Heart-of-Ohio-Family-Health-Centers-1