SCCHAllRightsReserved2024CALLCENTERAGENTJOBANNOUNCEMENTSantaCruzCommunityHealth(SCCH)isamulti-site,FederallyQualifiedHealthCenter(FQHC)servingSantaCruzCountyresidents.SCCHbeganasawomenshealthcollectivein1974withthemissiontoimprovethehealthofourpatientsandthecommunityandadvocatethefeministgoalsofsocial,political,andeconomicequality.Now,50yearslater,weservethatsamemissionatourthreeclinicsites:theSantaCruzWomensHealthCenterindowntownSantaCruzservingwomenandchildren;theLiveOakHealthCenterservingeveryone;andtheSantaCruzMountainHealthCenterprovidingappropriateandexpandedaccesstocareforourpatientsintheSanLorenzoValley.Drivenbyourcommitmenttohealthcareasahumanright,SCCHisaleadingnon-profitproviderofferingcomprehensivehealthservicestoourpatients,regardlessoftheirabilitytopay.Wehavebeenrecognizedinthecommunityasaleaderindeliveringhigh-quality,innovativecare,andweareactiveinlocal,state,andnationaladvocacyworkthatempowersourpatientsandcommunitytobehealthy,happy,andsuccessful.SCCHhasadiversepatientpopulationandanengagingandfriendlyworkenvironment.Ourcaringandcommittedstaffworksasateamtofulfillourmissionsothatallourpatientshaveaccesstoquality,whole-personhealthcare.POSITIONSUMMARY:ACallCenterAgent(CCA)isresponsibleforensuringapositiveandeffectiveexperienceforeverypatientthathastelephonecontactwithSCCH.CCA'sanswercallsinatimelymannertoidentifyandaddresspatients'needs;thisrequiresexceptionalcriticalthinking,customerservice,organizational,andtimemanagementskills.Dutiesinclude,butarenotlimitedto,receivingincomingcalls,outreachtopatientsviapatientportalinEHRaswellastextmessagingplatform(WELLAPP),answeringpatients'questions,sendingpatients'messagestotheircareteam,andallaspectsofappointmentscheduling.CallCenterteammembersareexpectedtomeetspecificperformancetargetsrelatedtocallerwaittimes,callhandlingtime,highqualitycustomerservice,andqualityoftelephoneencounterscreated.Classification:Full-time,Hourly,Non-ExemptLocation:AdministrationReportsto:CallCenterSupervisorHours:Varies;Evening/SomeSaturdayshiftsLanguage:BilingualSpanish/EnglishPreferredPayRate:$23.00-$25.97/hourBENEFITS:Weofferaremarkablebenefitspackagedesignedtosupportyourwell-beingandwork-lifebalance!Enjoycompetitivecompensationandacomprehensivebenefitssuiteforthoseworking20+hoursperweek,includingemployer-subsidizedhealth,dental,vision,andlifeinsuranceplans,plusoptionalpetinsuranceandsupplementalcoverage;coveragekicksinthefirstofthemonthafter30daysofemployment.Fromdayone,youllaccruepaidtimeoff,havepaidholidays,anda2%automatic401Kenrollmentwitha2%SCCHAllRightsReserved2024companymatch.Youllalsobenefitfromaccesstoawellnessreimbursementprogram,atelecommutingstipendwhenapplicable,plus,wecoverlicenseandcertificationfeesandclinicianCME(feesanddaysoff).Celebratewithusatmonthlystaffeventsandbi-annualcompany-widecelebrationsandtakeadvantageofongoingtrainingopportunities.QUALIFICATIONS:MINIMUMQUALIFICATIONS•Desiretoservethecommunityclinicpopulationwithexcellenthealthcare•HighSchoolDiplomaorGED•Experienceand/orinterestinhealthcare•AbilitytoworksomeeveningsandsomeSaturdays•Excellentpatient/customerservice,communicationandfollow-throughskillsPREFERREDQUALIFICATIONS•FluentbilingualSpanish/Englishstronglypreferred•Bachelor'sdegreeinhealthorrelatedfield•Previoushealthcareexperience•AbilitytoworkwithpracticemanagementandEHRsystems,preferablyEPIC•Knowledgeofhealthinsuranceplans•Knowledgeofhealthcareterminology,procedures,andpractice•KnowledgeofHIPAAregulationsCOREJOBRESPONSIBILITES:ESSENTIALFUNCTIONSINCLUDEBUTARENOTLIMITEDTO:•Schedulespatientappointmentsappropriatelyaccordingtoschedulingandpayorprotocols•Gathersinformationandrelatesthatinformationefficientlyandeffectivelytoappropriatedepartments•Monitorsproviderschedulestoidentifyerrorsoropportunitiesforimprovedscheduleefficiencies•Actsasapatientliaisonwithotherdepartments•Attendstorequestsandactionsfromotherdepartmentsinatimelyandprofessionalway•Monitorsandrespondstodepartmentvoicemail,patientportalmessages,andafter-hoursmessages•Staysuptodateonorganizationalchangesasitrelatestocoreresponsibilities•Seeksandsupportschangesindepartmentworkflowprocesses,suggestsimprovements,andparticipatesinorganizedeffortstoimproveservicelevels•ProvidesserviceinsupportofPatientCenteredMedicalHomemodelofcare(Team-BasedCare)•UsesEHRsystemefficientlyandeffectively•MaintainspatientconfidentialityasrequiredbyHIPAAinalldailywork•Sharesinformation,listensandinvolvesothers•Clearlyconveysideasthatengagesothersandhelpsimproveunderstanding•Abilitytomanagecompetingdemandswithfrequentchanges,delaysorunexpectedeventsSCCHAllRightsReserved2024•Ensuresworkresponsibilitiesarecoveredwhenabsent•Abilitytoexhibitobjectivityandopennnesstoother'sviews•Givesandwelcomesfeedbackandcontributestobuildingapositiveteam-basedenvironmentSANTACRUZCOMMUNITYHEALTHISANEQUALOPPORTUNITYEMPLOYER(W/M/V/D)