Patient Services Representative, Call Center

For more than 55 years, Family Health Centers of San Diego’s (FHCSD) mission has been to provide caring, affordable, high-quality health care and supportive services to everyone, with a special commitment to uninsured, low-income and medically underserved persons.

FHCSD is one of the top 10 largest federally qualified health centers (FQHCs) in the country. We operate more than 90 sites across San Diego County, including 29 primary care clinics, 23 behavioral health facilities, 10 physical rehabilitation clinics, nine dental clinics, five vision clinics, four outpatient substance use treatment programs, three mobile medical units, two mobile counseling centers, two urgent care centers, and a pharmacy.

Our staff provides care to over 227,000 patients each year, of whom 91% are low-income and 29% are uninsured. FHCSD provides care to all. Services include, but are not limited to adult care, chronic disease management, pediatrics, comprehensive women’s care including obstetrics, dental, vision, case management, physical rehabilitation, speech therapy for children, vaccinations, infectious diseases, behavioral health, substance use counseling and a host of specialty services including cardiology, podiatry, endocrinology, dermatology, among others. FHCSD also offers supportive services to those who are unsheltered and in need of intensive case management.

The breadth of our clinic locations, services and programs has grown over the last five decades, making us the largest community clinic provider of health care to the uninsured in the county and one of the top 10 largest community clinic organizations in the nation. We are also the largest health care safety-net provider, largest school-based health care provider and the largest mental health provider in the San Diego region.

Family Health Centers of San Diego is looking for a Patient Service Representative, Call Center to complete assigned referrals for assigned department(s). Makes appointments directly into CMIS for the appropriate FHCSD site or service. Schedules translation services as needed and makes reminder calls as assigned. Provides excellent patient-centered communication and education regarding referral processes.

Responsibilities:

• Answer inbound telephone calls in assisting patients needing information.
• Manage each call in a pleasant, professional, and helpful manner.
• Direct callers to the appropriate area in a timely fashion.
• Provide information requested and ensure caller has all the information necessary.
• Assist patients with scheduling appointments, rescheduling or canceling appointments, and completion of pre-registration items as necessary following patient appointment scheduling guidelines. Accurately document outcomes.
• Input all related information on calls received into the computer system accurately and timely.
• Seek assistance and direction on unusual circumstances and issues that may arise.
• Perform other duties as assigned.

Requirements:

• High school diploma or GED equivalent required.
• 2 years customer service experience required.
• Minimum 6 months experience working in a Call Center preferred.
• Possess clear speaking voice and diction.
• Knowledge of medical terminology and/or medical front office procedures preferred.
• Demonstrated ability to multi-task, be flexible, ensure accuracy, and meet changing priorities in a fast-paced, high workload environment.
• ​Bilingual in Spanish/English required.
• Ability to communicate effectively with callers who speak English as a second language.
• Intermediate written and verbal communication skills.
• Intermediate computer literacy (i.e., use computer system to manage and schedule appointments, access electronic medical record information, etc.).
• Traveling between sites and other locations is occasionally required. Must have a valid California driver’s license, an automobile, and proof of minimum levels of car insurance as required under California law, although limits of $100,000 are recommended. An acceptable driving record is also required. California law requires all drivers to obtain a valid California driver’s license within ten days of establishing residency. Reasonable accommodation may be provided on a case-by-case basis. Mileage and other reimbursement governed by policy.

Rewards:

• Position Type: Regular Full-Time

• Competitive Salary with Excellent Benefits

• Retirement Plan with Employer Match

• Paid Time Off, Extended Sick Leave and Paid Holidays

• Medical/Dental/Vision/FSA/Life Insurance

• Employee Discounts and Wellness Programs

The successful candidate will have a demonstrated commitment to community medicine and providing culturally competent care to the medically underserved.

We are excited to share that the salary range for this position is:

Information on our extensive benefits package can be found here: FHCSD Wellness – Employee Hub (gobenefits.net)

FHCSD provides Equal Employment Opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, transfer, leave of absence, compensation, and training.