Call Center Specialist

Call Center Specialist

Sorrento Valley, CA

About Us

Modena Health ("MH") and Modena Allergy & Asthma ("MAA") are leading and rapidly growing medical practices specializing in allergy, asthma, and immunology care, with clinics across Southern California and Arizona—and ambitious plans for national expansion. We are physician-led, hospitality-focused, and technology-enabled, committed to transforming allergy care while advancing clinical research and expanding access to cutting-edge medicine.

Known for our high standard of excellence, we provide compassionate, patient-centered care for both pediatric and adult patients. Our model combines hospitality-driven service with innovative technology solutions that streamline operations, improve clinical outcomes, and enhance the experience for both patients and providers.

At Modena, we aim to hire great people, treat them well, and help them find meaning and purpose in our mission. Our dedicated team values collaboration, positivity, and growth while striving to improve lives through expert diagnosis, treatment, and research. We are looking for high-energy, kind, and collaborative individuals eager to grow personally and professionally while making a meaningful impact in the lives of others.

Position Summary

We are seeking a call center representative serves as the first point of contact for patients within Modena Allergy and Asthma's central scheduling team. This role is essential in delivering a positive patient experience by providing accurate information, quick access to patient care, coordinating care, and ensuring efficient scheduling across all providers.

This role will be based primarily in our Sorrento Valley clinic but may also provide support to other nearby locations within San Diego County. The ideal candidate is adaptable and enjoys collaborating across multiple sites to ensure seamless operations and excellent patient experiences.

Key Responsibilities

• Serve as the primary point of contact for incoming patient calls, addressing inquiries with professionalism, courtesy, and accuracy.
• Schedule patient appointments, diagnostic testing, and follow-up visits in collaboration with providers and clinical staff.
• Manage patient eligibility patient check-in and check-out processes, including verifying insurance coverage and collecting co-pays.
• Submit and track prior authorizations, ensuring all required documentation is completed and insurance requirements are met.
• Maintain accurate, up-to-date patient records in the electronic health record (EHR) system in full compliance with HIPAA regulations.
• Coordinate with clinical and administrative teams to support continuity of care and efficient patient flow.
• Provide cross-coverage support as a Patient Services Representative (PSR) at clinic sites as needed, including front desk responsibilities such as patient check-in/check-out, insurance verification, and patient flow coordination.
• Support operational needs across Modena Health locations, which may include travel to other San Diego clinics for coverage, training, or business needs.
• Maintain flexibility in role responsibilities to support both centralized call center functions and in-clinic operations as the organization continues to grow and evolve.

Required Qualifications:

• High school diploma or equivalent.
• Minimum 1 year of customer service experience
• Strong communication and customer service skills.
• Ability to multitask, stay organized, and work in a fast-paced environment.

Preferred Qualifications:

• Healthcare or medical office experience
• Experience with scheduling systems and electronic health records (EHR). ModMed preferred.
• Experience in handling multi-line call systems.
• Knowledge of insurance verification and prior authorization processes.
• Medical Assistant Certification or experience
• 3+ years of customer service experience

Compensation

The hourly range for this position is $20.00-26.00/hour. The actual compensation for this role will be determined by a variety of factors, including but not limited to the candidate's skills, education, and experience.

Physical Requirements

Ability to stand, walk, and move throughout the clinic, if applicable, for extended periods; occasionally lift objects up to 25 lbs., bend, stoop, or reach as needed. Frequent use of hands and fingers for patient care and equipment operation. Must have normal (or corrected) vision and hearing and be able to respond quickly in a fast-paced clinical environment, if applicable.

What We Offer

• Competitive salary and benefits package, including medical, dental & vision insurance, 401(k) retirement plan with employer matching, and professional development opportunities
• In addition, we offer paid time off (PTO), sick time, floating holiday and holiday pay
• Opportunity to shape the future of a thriving allergy and asthma practice in beautiful San Diego (and across our expanding network)
• A supportive, mission-focused culture where your contributions directly impact patient outcomes and team growth

If this role excites you, please submit your resume and a cover letter outlining your relevant experience and why you're passionate about joining our team. We look forward to hearing from enthusiastic candidates ready to drive our success!

California Consumer Privacy Act (CCPA) Notice Modena Health ("MH") and Modena Allergy & Asthma ("MAA") complies with the California Consumer Privacy Act ("CCPA"). Personal information provided in the job application process will be collected, used, and retained in accordance with applicable privacy laws. Candidates may request additional information regarding the categories of personal information collected and the purposes for which it is used during the hiring process.