Call Center/Scheduler - Bilingual preferred

Scheduler Position at Westside Family Healthcare

Westside is looking for schedulers to help our patients! Join the team that makes a difference in your community!

Westside Family Healthcare is a nonprofit organization that provides high quality primary medical care without regard to ability to pay. The scheduler ensures a positive patient experience while working in a centralized call center for a multi-location medical practice to schedule appointments and collect appropriate demographic, insurance, and financial information from English-speaking and Spanish-speaking patients in strict accordance with standard procedures.

Since opening our doors in 1988, Westside has been driven by our mission to improve the health of our communities by providing equal access to quality healthcare. With 240 team members, five health centers, one mobile health unit and over 27,000 patients all across Delaware, Westside is committed to improving health, one patient, one family, one community at a time.

Our mission: To improve the health of our communities by providing equal access to quality healthcare

Our vision: Achieve health equity for all

Our values:

• Compassion: Lead with compassion
• Service: Serve with humility
• Excellence: Be exceptional
• Empowerment: Empower all people

Our benefits: Our benefit package includes medical insurance (two plans to choose from), dental insurance (through Guardian Dental), vision insurance, life insurance paid by Westside with the option to purchase more paid, short-term disability paid for by Westside, long term disability paid by the employee, a 401(k) retirement plan with a match, and supplemental insurances. We offer a generous PTO package and flexibility to provide work/life balance. Westside Family Healthcare is an Equal Opportunity Employer that values diversity.

Core responsibilities of a Westside scheduler / call center representative:

1. Answer incoming calls in a courteous, confidential, compassionate and professional manner, using scripting to enforce consistent patient education and staff knowledge and redirecting phone calls to other sites as needed
2. Properly schedule patient appointments and inform patients of any necessary instructions, directions, phone numbers, addresses and fax numbers
3. Call patients to reschedule and cancel appointments as needed
4. Follow specific workflows for various appointment types and providers
5. Obtain and enter new patient demographics into computer system
6. Verify patient's insurance eligibility and update patient information at the time of appointment scheduling
7. Forward callers in need of triage to appropriate personnel in accordance with standard protocols
8. Respond to scheduling messages pools, EMR mailboxes, email, bump list, etc.
9. Check voicemail and respond to messages promptly

Requirements:

Minimum objective qualifications:

1. High school diploma or GED
2. Fluency in written and spoken English and spoken Spanish preferred
3. Six months of experience of call center or appointment scheduling