Customer Service Representative Call Center (Bilingual)

JOB SUMMARY We are searching for our next SUPER STAR ! The Customer Service Representative for the Call Center Department serves as a primary source of contact for patients at El Centro del Barrio clinics and as such is responsible for welcoming patients into the system and ensuring they have positive experiences. The CSR is responsible for scheduling, rescheduling, and cancelling appointments for all patients/families requesting health care services. The CSR will answer general questions asked by callers, or transfer callers to other parties if appropriate. DUTIES AND RESPONSIBILITIES Demonstrate ability to provide excellent customer service to all callers including, whenever possible, “first call resolution.” Complete all calls as efficiently as possible, while still providing excellent customer service, to maximize the number of calls the Contact Center can handle and to provide a high service level to all callers. Demonstrate proficiency in looking up patient accounts and encounters in the practice management system, using a variety of fields including but not limited to name, birth date, social security number, and account number. Demonstrate proficiency in scheduling, rescheduling, and cancelling appointments in the practice management system based on patient or clinic needs. Demonstrate a strong ability to schedule patient appointments according to established protocols by service line (medical, obstetrics, dental, and behavioral health) and by provider. Answer telephones using script, identifying self and name of clinic. Demonstrate a basic understanding of insurance (especially Medicaid and CHIP) and eligibility programs. Make appointment reminder calls to patients (if an automated system is not making the calls), and follow up on calls where the automated system is unable to contact the patient. Maintain excellent personal attire to include uniform and nametag. Demonstrate excellent attendance and punctuality. Demonstrate ability to meet department metrics. Abide by policies and procedures dictated in the Employee Safety Handbook. Participate in the agency’s Quality Improvement Program. Monday Thru Friday 8am to 5pm Other duties as assigned by the immediate supervisor. The above description is a general statement of required major duties and responsibilities performed on a regular and continuous basis. It does not exclude other duties as assigned. QUALIFICATIONS Education: High School Diploma or equivalent Experience: General experience working in a health care setting preferred. 3+ years prior experience in call center customer service roles Strong clerical skills to include use of computer and phone Bilingual English/Spanish BENEFITS Competitive Compensation Health, Dental, Vision & Life Insurance Retirement Plans 403(B)- Company Match Contributions Basic Life Insurance Basic Life Insurance for your Spouse & Children Short & Long-Term Disability Flexible Spending Account (FSA) Wellness Employee Assistance (EAP) Travel Reimbursement Critical Illness insurance, hospital indemnity, accident insurance - These are additional benefits that fit your needs & lifestyle & help you feel extra protected Additional benefits include: 6 paid company holidays, plus (2) extra floating holidays, paid time off/ vacation time, career development opportunities and many other benefits in a collaborative culture that focuses on work life balance, innovation, & teamwork. Benefits start after 30 days Fun & Energetic, Family-Based Environment EEO STATEMENT CentroMed is an equal opportunity employer committed to a diverse and inclusive workforce. Applicants will receive consideration for employment without regard to race, color, religion, sex (including pregnancy), age, sexual orientation, national origin, marital status, parental status, ancestry, disability, gender identity, veteran status, genetic information, other distinguishing characteristics of diversity and inclusion, or any other protected status. #J-18808-Ljbffr