Associate Call Center Representative

Associate Call Center RepresentativeAdelante Healthcare Center Support Office - Phoenix, AZ 85012OverviewPosition Type Full Time Education Level HS Diploma from accredited school Category Health CareDescriptionPOSITION SUMMARYThe Associate Call Center Representative is primarily responsible for providing excellent customer service by assisting patients over the phone with scheduling, relaying medical information and/or medical information requests. Responsible for creating a caring and receptive patient environment while promoting an effective and efficient scheduling process. Responsive to patients' needs via telephone.EXPECTATIONSEvery Adelante Healthcare employee will strive to maximize their performance and contribution to Adelante Healthcare and the community we serve every day. Employees are expected to work in a manner that demonstrates a commitment to quality, patient safety, employee engagement, innovation, and the highest standards of personal integrity, professionalism, and competence.OUR CORE VALUESCompassionExcellenceIntegrityLearningRespectSustainabilityQualificationsESSENTIAL SKILLS AND EXPERIENCE:Up to one (1) year experience in the customer service field.Able to handle one (1) to two (2) skill levels of serviceMeeting minimum standards of metric expectationsAbility to perform a variety of assignments requiring some exercise of independent judgmentHigh school diploma or GED from an accredited institutionDeveloping office skills: typing, faxing, scanning and telephoneDeveloping computer efficiencyAbility to interpret a variety of instructions furnished in written, oral, diagram, or schedule formCommitment to Adelante Healthcare's mission, vision, and valuesAbility to work a varied scheduleWillingness to be cross-trained and learn new skills and responsibilitiesValid Level One Fingerprint Clearance Card issued by the Arizona Department of Public Safety for all specialty behavioral health locationsPOSITION REPONSIBILITIESEffective phone etiquette using caring communication for all openings and closing greetings.Ensure patient needs and requests are handled efficiently by performing telephonic patient schedulingSchedule patient initial and follow up appointments ensuring efficient use of provider time and the appropriate care for patientsPerform patient pre-registration including accessing and updating patient information as indicatedPerform data entry and appointment confirmationMaintain schedule accuracy for maximum patient flowFollow established procedures for answering and screening incoming appointment-related telephone calls, scheduling interpreters, and directing calls to appropriate staffMaintain effective communication with office staff and providers in all of the health centers as neededAttend staff meetings, in-service meetings, or other required meetingsMaintains satisfactory attendance, is punctual and works full scheduled shiftDemonstrates respectful and professional behavior that supports a team-oriented work environmentTechnology skills to include Windows, MS Office and multi-line telephone systemNONESSENTIAL SKILLS AND EXPERIENCE:Experience in community healthAdditional Duties and ResponsibilitiesOther duties as requested or assignedPatient-Centered Medical Home (PCMH)All employees are responsible for promoting and participating in interdisciplinary communication and collaboration to enhance the delivery of quality across the health care system. Employees should maintain an environment which supports and engages patients and co-workers in a caring team-based model to promote wellness and improve health outcomes.Adherence to Compliance and Code of ConductAll employees are required to comply with Adelante Healthcare's written standards, including its Compliance Program and Standards of Conduct, policies and procedures and reporting of any conduct that potentially violates Adelante's legal or compliance requirements. Such compliance will be an element considered as part of the regular performance evaluation.PHYSICAL DEMANDS AND WORK ENVIRONMENTThe physical demands and work environment characteristics described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.Physical demands: While performing the duties of this job, the employee may be required to sit for long periods of time, is required to stand, walk, use hands to handle or feel objects, tools or controls; reach with hands and arms; climb steps/stairs; balance; stoop, kneel, crouch or crawl; talk or hear; smell; manage stress as it relates to essential job functions. The employee must frequently lift and/or move up to 25 pounds without assistance and may occasionally be required to lift or move up to 50 pounds with assistance. Specific vision abilities required by the job include close vision, distance vision, color vision, peripheral vision, depth perception, and the ability to adjust focus.Work environment: While performing the duties of this job, the employee is exposed to weather conditions prevalent at the time when traveling to various clinic sites. The noise level in the work environment is usually moderate. The employee may be subject to health hazards (contagious diseases, blood borne pathogens, etc.) when working in the clinic area.In any organization or job, changes take place over time. Although an effort will be made to keep job-related information current, this is not an all-inclusive list of job responsibilities. Adelante Healthcare, Inc. reserves the right to revise or change job duties and responsibilities as the business need arises. In compliance with EEOC 29 CFR part 1630, if the essential functions of this position cannot be performed in a satisfactory manner by the employee, further accommodations shall be made if it does not constitute undue hardships upon this organization. Adelante Healthcare