Call Center Representative

Call Center RepresentativeCenter for Learning and InnovationFull-Time | HourlyWe're committed to compassionate care for all. Our patients. Our employees. You.At La Clinica, we love our patients and enthusiastically treat them with the same care, respect, and dignity that we would our friends, family, and neighbors because that's who they are. If this appeals to you, La Clinica might be the right place to build your career. We're looking for the right team members to treat our patients with this level of care.We extend our commitment to compassionate care to our employees as well. We invest in our employees' lives through competitive pay, comprehensive benefits packages, easy access to wellness, personal and professional development workshops, and a focus on healthy work-life harmony. Check out our careers page to learn more about why our employees love working at La Clinica.This position answers telephone call inquires, schedules patient appointments and promotes an organization's services.Responsibilities include:Responds to all calls in a courteous and professional manner, ensuring that all incoming calls are answered within 40 secondsWorks with team lead and coordinator to ensure that no more than 4% of calls are abandoned.Masters customer call protocols, including, but not limited to; screening calls, routing calls appropriately, scheduling appointments, canceling appointments, making outgoing calls and taking messagesPerforms a "warm hand off" whenever possible while transferring a patient to another person.Works independently to complete administrative projects as assigned by their team lead or call center coordinatorResponds to emergency calls in accordance with customer call protocolsNotifies team lead or coordinator of all phone system problems in a timely manner and maintains appropriate logs recording all system failures and problemsResponsible for following workflows that result in capturing activities to meet patient engagement standards as outlined in the APCM programResponsible for outreach efforts to ensure continuation of OHP eligibility and engagement in La Clinica servicesOther duties as assignedEducation and/or Experience:Minimum: High School Diploma or GEDZero to two years related experience and/or training; or equivalent combination of education and experience in field.Excellent interpersonal communication and problem-solving skillsSkills to intervene and promote reconciliation, compromise and positive outcomes in difficult interactionsBilingual/Bi-literate skills in English/Spanish requiredBenefits Include the Potential for the Following:Medical, Dental, and Vision InsuranceVoluntary Accident, Short Term Disability, and Critical Illness Insurance403(b) Retirement Savings Plan with Available Company MatchOrganization Paid Standard Life InsuranceFlexible Spending Accounts (FSA) and Health Savings Account (HSA)Learning Well workshopsEquity Statement:At La Clinica, we commit to engage everyone in a welcoming, respectful, and loving way and to maintain the dignity and value of all people above everything else. These standards align with our organization's vision of absolute excellence, open-hearted community, and well-being for all. La Clinica