Call Center

Call Center

This job exists to ensure incoming calls are handled professionally, courteously and efficiently and callers have their needs met and a satisfying experience when calling Clinica Family Health.

Full Time Schedule: Monday-Friday from 7:45am-5pm. 40 hours per week.

Essential Duties And Responsibilities:

• Answer incoming calls professionally.
• Responsible for intake of New Patient that includes creating charts, scheduling and educating New Patients.
• Verify and update patient demographics with each patient related call as needed.
• Screen callers to determine needs.
• Screen for duplicate charts and follow duplicate chart process.
• Screen for bad address alerts and follow bad address process.
• Follow Alerts on patients' chart to schedule and transfer appropriately.
• Schedule, cancel, confirm or reschedule appointments according to the scheduling guidelines.
• Transfer calls and take/send messages according to protocol.
• Answer caller questions according to protocol.
• Provide exceptional customer service to all callers.
• Maintain cultural sensitivity when dealing with customers and coworkers.
• Take part in collaborative working relationships in the organization that include participation in PDSA's, work groups or committees.
• Report back relevant information to the CC Manager and Supervisors.
• Responsible for creating Patient Experience Forms on behalf of caller's request and sending them to the appropriate departments.
• Responsible for updating preferences to ensure access to our patients.
• Responsible for reading, responding to and managing communications via Outlook regarding organization and departmental updates.

Site with Opening: Clinica Family Health and Wellness Pecos Clinic, CO

Hiring Organization: Clinica Family Health and Wellness

Practice Highlights:

For more than 40 years, Clinica Family Health has existed to provide health care to the low-income and struggling members of our community. Young or old, people of any race or ethnicitywe are here to provide them with exceptional health care.

Overview:

Clinica Family Health is a non-profit healthcare organization providing comprehensive primary care to more than 50,000 patients through its six community health centers located in South Boulder, Broomfield, and west Adams counties. The clinic is a Federally Qualified Health Center (FQHC) with a mission to serve the low-income, uninsured or underinsured populations with the majority of patients living at or below 200% of the federal poverty level. Patient-centered medical home (PCMH) is the model of care at Clinica; the clinic is certified by the National Committee for Quality Assurance (NCQA) as a Level 3 PCMH. Clinica is a regional and national leader in the FQHC movement to, efficiently, provide quality healthcare for all: Their successful approach to integrated care has been one of the learning highlights of their Clinica Institute sharing insights with FQHC leaders from all over the Mountain and Western States.

Community Highlights:

The Lafayette/Boulder region is considered by outdoor enthusiasts to be one of the most attractive in the US as residents enjoy year-round activities such as skiing, fishing and hiking. The area is home to a major research university, the University of Colorado, Boulder and possesses a wealth of artistic and cultural resources such as museums, live performance theaters and the like.

Position Qualifications:

• Education and Experience: High School diploma or GED preferred. One year phone service preferred. One year medical facility preferred. Customer service experience required.
• Strong telephone etiquette and excellent keyboard skills.
• Excellent ability to quickly grasp complex guidelines, protocols and rules for scheduling and managing patients.
• Knowledge, Skills and Abilities: Fluency in Spanish preferred but not required. Good telephone etiquette and excellent keyboard skills. Excellent grasp of Call Center guidelines, protocols and rules for scheduling and managing patients. Excellent interpersonal skills enabling the person to be able to react effectively and calmly in emergencies and within strict guidelines. The capacity to maintain the trust of the customers as well as customer confidentiality. Possess multi-tasking abilities. Good attention to detail. Ability to function well in a hi-stress, fast-paced work environment.

Working Environment And Physical Activities:

Must be comfortable working long periods of time on the telephone.

What We Offer:

• Competitive Vacation Time
• Paid Holidays
• Medical Benefits
• Dental Benefits
• Vision Plan
• Retirement Plan
• Flexible Spending Account
• Growth Opportunities

Compensation: Approximately $16.37 - $18.98 per hour to start, or more if candidate has significant previous call center experience. All individual pay rates are calculated based on the candidate's experience and internal equity.

COVID-19 Vaccine (Required) Religious or Medical Exemptions available via application process.

Clinica Family Health is an Equal Opportunity Employer. We prohibit unlawful discrimination against applicants or employees on the basis of age 40 and over, race, color, religion, national origin, sex, disability, sexual orientation, gender identity, or any other applicable status protected by federal, state, or local laws.