Call Center Representative

Position: Call Center Representative

Department: Call Center

Position Reports to: Patient Access Supervisor

Status: Union

Position Summary:

Under the supervision of the Clinic Office Manager, the Call Center Representative will assist patients and other external parties, by taking calls, answering questions, and forwarding calls and messages as appropriate. This position requires excellent customer service, written and verbal communication skills, as well as a working knowledge of spreadsheets (Excel and Google Drive), multi-line phone systems and basic computer skills.

Responsibilities:

• Answer all incoming calls to the clinic in a friendly, efficient, and empathetic manner.
  Manage large amounts of inbound and outbound calls in a timely manner.
• Answer telephones with appropriate Clinic Romero greeting, in a courteous and timely manner which includes: introducing the clinic and yourself by name.
• Answer all calls no later than by the third
• Allow telephone caller to respond prior to being placed on
• Verify and update patient demographic information into EMR.
• Sort messages for departmental If needed assist caller and take a message to forward to corresponding company personnel.
• Check and retrieves answering service messages and follows up on appointment inquires.
• Provide accurate, reliable information regarding Clinic's services.
• Maintains knowledge of the various types of Medi-Cal, Health plans and other programs offered at Clinica Romero.
• Verifies patient insurance coverages through the various web portals to ensure appropriate patient eligibility prior to scheduling appointments for new and establish patients.
• Communicates invalid coverage information with patient and offer assistance of the Eligibility Department if necessary.
• Perform PCP changes with patient's authority by calling the health plan on a three-way call with patient to complete the PCP assignment.
• Make reminder phone calls for next day scheduled
• Daily use of text messaging app, WELL Health or other technological platforms, responsible to monitor all incoming messages including but not limited to: responding timely to any appointment requests, close patient channels if no follow up is required, pin other departments to messages depending on the request made by patient.
• Monitor and respond timely to any appointment request made by patient through our patient portal, Mychart.

• Knowledge to problem-solve with other team members to effect change toward improvement of clinic services.
• Review after hours call logs and assist with caller request as needed.

• Screen calls appropriately in order to meet appointment
• Screen calls in order to set appointment for suitable site and department.
• Must review and timely respond to any and all communication, through the various communication channels of the organization, including but not limited to: Outlook (email), Microsoft Teams, EMR secure chat, etc.
• When required, must work in Medical Records Department/Front office Department and others.
• Maintains a neat, clean and safe work area for which employee is specifically or generally
• Maintain privacy and confidentiality to both patient and employee with regard to medical data information.
• Demonstrate a positive, proactive, can do attitude in responding to customer needs.
• Assist in the resolution of patient telephone complaints/
• Works cooperatively and effectively with

• Assist in the training of new
• Seeks out additional duties to promote continuity of operations.
• Attends In-Services and/or trainings
• Completes assignments by the end of the scheduled
• Communicates work related problems and reports to the Department Supervisor and lead
• Flexible hours/ Rotate if needed from site to site

Qualifications/Requirements:

• High School Diploma or Equivalent.
• Ability to communicate effectively, verbal and written communication skills is a must.
• Bilingual English & Spanish.

• Typing a minimum 35 WPM and proficient computer skills; including but not limited to Microsoft products and use of outlook.

• Computer proficiency required.
• Experience with EMR system. Epic preferred.
• Experience in a medical office setting.

• Ability to communicate effectively, verbal and written; work without close supervision, detail oriented and well organized.
• Customer service skills: communication, empathy, patience, and technical knowledge.
• Work in team-oriented environment, and work well under deadlines.
• Ability to handle multiple tasks and work in a busy environment including heavy telephone duty.
• Promote and provide the means for a working team relationship within Front Office and other departments.
• Organized, flexible, thoroughness, dependability and attention to detail.
• Able to work and communicate effectively with people of diverse culture, education and economic backgrounds.
• Ability to move/lift up to 15 pounds.
• Selected applicants are subject to, and must pass, a full background check.