Call Center Representative I - Napa County

Call Center Representative

Department: Patient Access

Reports To Title: Call Center Manager

Location: Napa, CA

Pay Range: $24.21 to $29.59/hr, depending on years of experience

Schedule: Monday to Friday, 8am to 5pm

DLSE/FLSA Status: Nonexempt/Hourly position

Supervisory Responsibilities: Yes

About CommuniCare+OLE: Established in 2023, CommuniCare+OLE is the result of a union of two health centers with a deep roots in their respective communities and reputations for providing high-quality primary care to all, regardless of insurance or ability to pay: OLE Health of Napa and Solano Counties and CommuniCare Health Centers of Yolo County. Building on a legacy established by both organizations in 1972, CommuniCare+OLE is a network of federally-qualified health centers with 17 sites across Napa, Solano, and Yolo Counties. It offers comprehensive care, including medical, dental, behavioral health and substance use treatment, nutrition, optometry, pharmacy, care coordination, referrals, and enrollment assistance to more than 70,000 individuals, and no one is turned away due to lack of insurance, immigration status, or ability to pay. Many services are offered outside of its sites, including mobile health, home visiting, and community and school-based programs.

Benefits: Medical, Dental, Vision Coverage Employer covers 90% of employee medical, dental and vision premium and 50% of dependent premium 18 days of PTO (Vacation & Sick) 10 Paid Holidays + 1 Float Holiday 2% employer match with employee 4% Contribution 403(b) retirement plan Tuition Reimbursement of up to $2,000 per Calendar Year for part-time and full-time employees (prorated per Full-Time Equivalent) Life & Accidental Insurance Coverage Employer contribution for Health Savings Account

Job Summary/Overview: Call Center Representatives work under the Call Center Manager and is responsible for assisting patients with handling and triaging phone calls, scheduling appointments, responding to questions, and documenting within the electronic health record.

CommuniCare+OLE provides an inclusive workplace that promotes and values diversity and life experience.

CommuniCare+OLE encourages people of all backgrounds to apply including, but not limited to, Black, Indigenous Peoples, people of color, immigrants, refugees, women, LGBTQIA+, people with disabilities, veterans, individuals of all ages and religions, and individuals who have been affected by the legal system. You Are Welcome Here.

Minimum Position Requirements: Education, Experience, Skills/Training

Education: High School Diploma or GED required.

Experience/Lived Experience: One year experience in medical office, hospital or clinic preferred Administrative and customer service experience in a busy customer service-related environment is required

Special Skills/Training: Experience working in a health clinic or demonstrated commitment to low-income populations preferred. Strong computer and data entry skills including MS Office required; electronic health record system required. Strong verbal and written communication skills. Ability to work in a fast-paced environment and multitask. Bilingual in English/Spanish/Dari/Punjabi/Vietnamese strongly preferred.

Essential Functions and Responsibilities

1. Answers phone and schedules patient appointments providing accurate information to patients regarding a variety of programs and services

2. Complete and update registration for patients as needed.

3. Runs insurance eligibility for the following day and creates billing notes for outstanding documents.

4. Be empathetic and sensitive to the unique needs of each customer. Provide explanations that are appropriate to the customer's level of understanding and knowledge.

5. Gives full attention to the customer. Demonstrates promptness and shows initiative in responding to customers.

6. Routes call to the appropriate department for continued assistance as necessary.

7. Troubleshoots patient concerns regarding orders, health information and assists in communication with other outside facilities through the electronic health record.

8. Responsible for greeting patients professionally on the phone and driving a positive and personal patient customer service experience. Strong communication skills (verbal and written)

9. Answer multi-line phones in a timely, professional manner

10. Ensures correct patient identification of all information in the computer scheduling system

11. Utilizing appropriate scheduling guidelines in patient interaction.

12. Provide information to prospective or new patients regarding health center services, and protocol for enrolling as a new patient.

13. Basic knowledge of programs/insurance & access/eligibility guidelines and applications

14. Send messages to members of the care teams as necessary

15. Record cancellations and re-schedules and document appropriately in the electronic health system.

16. Captures and updates patient demographics and insurance information

17. Treats all patients telephoning the CommuniCare+OLE's scheduling system with dignity and respect while maintaining privacy and confidentiality at all times

18. Document all appropriate information in electronic health record system

19. Prompt follow-up of telephone encounters/recalls/appointment request.

20. Performs other duties as assigned.