Senior Call Center Representative

Senior Call Center Representative

Help Connect Our Community to Quality Healthcare While Supporting a Strong Call Center Team!

Join Chapa-De Indian Health as a Senior Call Center Representative, where you'll help patients access the care they need while training, supporting, and guiding our Medical Call Center team.

In this role, you'll combine hands-on patient service with team training, problem-solving, and daily operational support. You'll serve as a key resource for Call Center Representatives, helping ensure accurate scheduling, efficient workflows, and a compassionate experience for every caller.

Hourly Pay: $27.35-$28.50

Schedule: Monday-Friday 8:00 AM - 5:00 PM

Exceptional Benefits:

• Employer-paid health insurance (medical, dental & vision): 100% employee coverage and 80% dependent coverage
• 17 days of PTO, 11 paid holidays, and 8+ paid sick days (1 hour earned for every 30 hours worked)
• Retirement plan with a 6% employer match

What You'll Do:

• Train, coach, and support Call Center Representatives, monitor training progress, and identify opportunities to improve team performance.
• Handle high-volume incoming calls for Medical and Optometry services, providing professional, compassionate patient assistance.
• Schedule, confirm, cancel, and reschedule appointments, verify insurance and Medi-Cal eligibility, and maintain accurate EHR documentation.
• Collaborate with clinical teams to coordinate patient requests, prescription refills, scheduling concerns, and follow-up needs.
• Assist with escalated calls, recommend workflow improvements, and maintain HIPAA compliance and patient confidentiality.

What You'll Bring:

• High school diploma, GED, or equivalent.
• At least 3 years of high-volume phone experience, preferably in a healthcare call center.
• At least 3 years of demonstrated problem-solving experience, with strong attention to detail.
• Excellent communication, customer service, teamwork, and organizational skills, with the ability to prioritize tasks and work independently.
• Familiarity with medical terminology and proficiency in Microsoft Word, Excel, PowerPoint, and Outlook.
• Experience with Electronic Health Records (EHR), preferably eClinicalWorks. (Preferred)
• Previous supervisory or team leadership experience. (Preferred)

If you're passionate about helping others, thrive in a team environment, and want to make a meaningful impact in the community, we'd love to meet you!

About Us: Chapa-De is a non-profit community outpatient health center with a mission to advance the health and well-being of American Indians and low income individuals living in our communities by providing convenient access to high quality, compassionate care. Clinics located in Auburn, CA and Grass Valley, CA.

Chapa-De recognizes that our strength lies in our people. We are committed to the principles of equal employment and complying with all federal, state, and local laws providing equal employment opportunities, and all other employment laws and regulations. It is the intent of Chapa-De to maintain a work environment free of harassment, discrimination, or retaliation. We are dedicated to the fulfillment of this policy in regard to all aspects of employment, including but not limited to recruiting, hiring, placement transfer, training, promotion, rates of pay, and other compensation, termination, and all other terms, conditions, and privileges of employment. Chapa-De provides reasonable accommodation to enable qualified individuals with disabilities to perform the essential functions. Please tell us if you require a reasonable accommodation. We comply with California Department of Public Health Requirements. This may include, but not limited to, masking during flu season for employees who decline an annual flu vaccine. Preference in filling vacancies will be given to qualified Indian applicants in accordance with the Indian Preference Act (Title 25, U.S. Code, section 472 & 473).