Contact Center Agent

Contact Center Agent

Clinica Sierra Vista is excited to be one of the largest Federally Qualified Health Centers in the Nation! We're honored to serve the men and women of the fields. We also offer care and support to the inner city, the rural and isolated, those of low, moderate, and fixed incomes, and families from an array of cultural backgrounds who speak several languages. We don't inquire about immigration status because we simply don't need to know. If you come to us, we will treat you like any other patient.

As we grow our team, we are looking for individuals who believe the patient is always #1.

Why work for us?

• Competitive pay which matches your abilities and experience
• Health coverage for you and your family
• Generous number of vacation days per year
• A robust wellness plan and health club discounts
• Continuing education assistance to grow and further your talents
• 403(B) plan with company matching

We're looking for someone to join our team as a Contact Center Agent who:

The Contact Center Agent I is responsible for facilitating the completion of the patient care coordination in multiple areas supporting Providers, Nursing, Medical Assistants, Front Desk and handling inbound calls for health centers(s). The Contact Center Manager or Supervisor will directly assign and manage this position in alignment with operations and Clinical groups. The emphasis of this role is to expedite incoming calls working towards first call resolution and related processes. Actively supports and participates in quality improvement to ensure efficiency, accuracy and facilitate patient access to care. This position provides outstanding service while meeting or exceeding departments performance standards. As a contact center agent, you will be supporting our patients as a first point of contact and resolving needs concerning their care. We will rely on you to actively listen to our patients by utilizing your customer service experience, attention to detail, and passion to help others to meet their needs and deliver a positive experience in every patient interaction.

Essential Functions:

• Promptly answers inbound calls, greeting callers, identifying self and the agency, and helping provide quality customer service on every interaction. Probes for proper calling routing and completes call routing to ensure patient reaches intended destination.
• Serves as an operator for Clinica Sierra Vista inbound and outgoing calls and ensures the patient is transferred or referred to the correct department.
• Schedules/reschedules appointments. Answers phone in appropriate manner. Probes for all required patient/customer information, including demographic and appointment needs. Pre-screens for ability to meet financial obligations of visit checks for eligibility to appropriate special funded programs.
• Pre-registers patients to include entry of all demographic information. Communicates financial requirements to patient such as co-pay so ensure that patient is prepared. Verify insurance eligibility as allowed.
• Follows-up with patients, to include upcoming appointments, re-scheduled appointments, and resolution of patient's inquiry.
• Participates in Quality Improvement activities and training programs as required and/or appropriate. Maintains confidentiality of all patient information received verbally, electronically or in writing.
• Must be willing and able to change work shifts to meet patient and departmental needs.
• Ensures specialty reports are tasked as appropriate for review.
• Contacts/expedites connection with language line as directed.
• Identifies patient needs to ensure the patient is provided complete and accurate information regarding their care
• Processes required transactions via mainframe or web-based applications.
• Maintains a thorough knowledge of the company and patient programs, policies, and technology.
• Performs other work-related duties as required.

You'll be successful with the following qualifications:

• High school diploma or completion of General Equivalency Degree (GED)
• Must be computer proficient and able to appropriately utilize an HER/EPM system
• Able to type a minimum of 25 WPM and 10-Key
• Excellent customer service skills
• Good communication skills: ability to speak clearly, concisely and respectfully over the telephone.
• CA driver's license and clean driving record.
• Must adhere to Clinica Sierra Vista's employee health/immunization requirements or provide a valid exemption request for subsequent approval.

Clinica Sierra Vista values human rights, goodwill, respect, inclusivity, equality, and recognizes that the organization derives its strength from a rich diversity of thoughts, ideas, and contributions. As leaders in healthcare industry, we aspire to be an employer of choice by promoting an organizational culture that reflects these core values. We seek to attract, develop, and retain a talented and dedicated workforce where people of diverse races, genders, religions, cultures, political affiliations and lifestyles thrive. Our goal is to create a welcoming and inclusive environment that empowers our employees to provide the highest level of service to our community of residents and businesses; they're counting on us.

Clinica Sierra Vista is an equal opportunity employer and strives to attract qualified applicants from all walks of life without regard to race, color, ethnicity, religion, national origin, age, sex, sexual orientation, gender identity, gender expression, marital status, ancestry, physical disability, mental disability, medical condition, genetic information, military and veteran status, or any other status protected under federal, state and/or local law. We aim to create an environment that celebrates and embraces the diversity of our workforce. We welcome you to join our team!