Call Center Representative

Call Center Representative

The Call Center Representative operates a multiline/ACD telephone system to answer a high volume of inbound patient calls across all UCHC clinic sites in a prompt, courteous, and professional manner. This role serves as a centralized point of contact for scheduling, patient inquiries, insurance verification, and general information, ensuring patients are connected to the appropriate care team, service, or resource by performing the following duties.

• Answers a high volume of inbound calls through the multiline/ACD call center telephone system, screening and directing calls and messages to the appropriate department, clinic site, or provider.
• Documents phone encounters, messages, and call outcomes in the electronic health record (EHR) or call center system in accordance with organizational documentation standards.
• Schedules, reschedules, and cancels patient appointments across all clinic sites and departments according to established scheduling protocols and provider templates.
• Verifies medical insurance eligibility and benefits (HMO, PPO, Medicare, Medi-Cal, and other payors) prior to or during scheduling.
• Acts as a patient relations representative by answering patient inquiries within the limits of their knowledge and UCHC policies and procedures, escalating complex or sensitive issues as needed.
• Retrieves and responds to messages from the after-hours answering service and coordinates timely handoff of urgent messages to clinical staff.
• Offers information on available government assistance programs and the sliding fee scale to patients as needed.
• Follows HIPAA confidentiality and security rules when providing patient information over the phone.
• Answers questions about the organization and provides callers with accurate information about UCHC services, locations, hours, and directions.
• Meets established call center performance standards, including call quality, average handle time, and call volume/productivity metrics.
• Escalates complex, clinical, or urgent calls to the appropriate supervisor, nurse triage line, or department.
• Participates in ongoing training on scheduling systems, EHR, and call center software and technology.
• Performs other tasks as deemed reasonable by the Call Center Supervisor.
• The company reserves the right to add or change duties at any time.

Requirements

Job Qualifications

• Education: High school diploma or equivalent required.
• 1+ year of call center, customer service, or medical office/scheduling experience preferred; experience in a healthcare or FQHC setting strongly preferred.
• Experience with multiline phone systems, ACD/call center software, and electronic health record (EHR) or practice management scheduling systems preferred.
• Knowledge of medical terminology and insurance verification (HMO, PPO, Medicare, Medi-Cal) preferred.
• Ability to type accurately and navigate multiple computer systems simultaneously while speaking with callers.

Skills

• Excellent verbal and written communication
• Active listening
• Service orientation
• Critical thinking
• Social perceptiveness
• Strong customer service skills; ability to remain calm and professional under high call volume
• Ability to multitask across phone, scheduling, and documentation systems
• Attention to detail and accuracy in documentation

Skills: Language

• Bilingual-English/Spanish required.

Physical Requirement

• Physical effort which may include occasional light lifting to a 25 pound limit, and some bending, stooping or squatting. Considerable walking may be involved. The ability to sit or stand for extended periods of time is required.
• Flexibility to work in multiple locations throughout the week.
• The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
• While performing the duties of this job, the employee may be required to travel to all UCHC facilities as needed.
• Occasionally required to sit and walk.
• Finger dexterity required.
• Hand coordination required.
• Specific vision abilities required for this job include: close vision, distance vision, ability to adjust or focus.

Work Environment

• Exposure to adverse conditions.
• Exposure to extreme heat.
• Exposure to extreme cold.
• Exposure to wet and/or humid conditions.
• Exposure to moving mechanical parts.
• Exposure to high, precarious places.
• Exposure to fumes or airborne particles.
• Exposure to toxic or caustic chemicals.
• Exposure to outside weather conditions.
• Possible risk of electrical shock.
• Exposure to explosives.
• Possible risk of radiation and vibration.
• Protective clothing or equipment is required including: gloves, helmets, steel-toed boots, protective eyewear.
• The noise level in the work environment is usually high.

Acknowledgement

I understand that I may be asked to perform job-related duties not listed in the description and that my duties may change at any time, according to the UCHC needs. Nothing in this position description is intended to create a contract of employment of any type. Employment is strictly on an at-will basis.