Call Center - Scheduling Specialist

MHC Healthcare Bilingual Scheduling Specialist

MHC Healthcare is seeking a bilingual Scheduling Specialist to join our Call Center team at the MHC Marana Main Health Center, located in the heart of Marana, AZ. Option to work from home (virtual) may be available once trained and meeting established productivity standards. The Scheduling Specialist is responsible for supporting health center operations by answering incoming patient telephone calls, scheduling appointments for patients, routing calls to appropriate departments, documenting messages, and providing general information to callers. MHC Healthcare is a Federally Qualified Community Health Center (FQHC), with 17 sites in Tucson and Pima County. MHC Healthcare is building a world-class integrated health care system that is committed to caring for special populations, and focused on improving health outcomes for our patients.

This position may be qualified to work from home (virtual), based on meeting established productivity standards. Must reside in Arizona to be employed in this position.

The following qualifications are required:

• High school diploma or equivalent
• Bilingual (English/Spanish)

The following qualifications are preferred:

• Experience answering a multi-line phone system
• Call center experience

Equivalent combination of education and experience may be considered if applicable and must be directly related to the functions and body of knowledge required to successfully perform the job.

This position has the following supervisory responsibility:

• Does not direct or supervise others.

The ideal candidate will also possess the following knowledge, skills, and abilities :

• Excellent customer service, organizational, and communication skills with emphasis on responsiveness, building trust, mutual respect, and courtesy.
• Ability to work in a culturally diverse environment.
• Ability to work under stressful situations.
• Ability to multi-task.
• Computer proficient.
• Detail oriented and aptitude for learning new skills.
• Excellent telephone etiquette and communication skills.
• Ability to express empathy and compassion to patients.
• Ability to accept and make calls at a workstation.

Duties and Responsibilities:

• Answers incoming telephone calls in a timely manner and routes calls to appropriate departments.
• Schedules patient appointments and resolves issues to ensure appointments are scheduled appropriately according to procedures.
• Fills daily schedules for providers and all scheduling resources.
• Documents messages for providers and staff in the Electronic Medical Records (EMR) system and routes messages to appropriate employees in a clear and concise manner.
• Maintains strict patient confidentiality and protects clinic operations by following protocol for release of information while complying with all legal and HIPAA requirements.
• Obtains and manages accurate health insurance data and relevant patient demographic information.
• Conducts next-day reminder appointment confirmation calls to patients.
• Participates in meetings, education and in-service training as required.
• Performs other related duties as assigned.

Benefits:

• Medical, Dental, and Vision
• 403(b) with employer contribution
• Short-term disability and other benefits
• Paid time off including 11 holidays plus vacation and sick leave accrual
• Paid bereavement, jury duty, and community service time
• Employee discount for medical services ($500 per year for full-time)
• Education reimbursement ($3,000 per year for full-time)