Call Center Operator (29729)

Per Diem Positions at Ampla Health 29729

• This is an unbenefited position that includes a 10% incentive on hourly wage.

General Purpose

The Call Center Operator is responsible for providing exceptional customer service and support to patients by telephone. This role manages inbound and outbound calls, schedules appointments, updates patient information, verifies insurance coverage, and assists patients with accessing services while ensuring accurate documentation in the Electronic Health Record (EHR).

Essential Duties & Responsibilities

• Answer and manage high volumes of inbound and outbound calls in a professional and timely manner.
• Assist patients and callers by providing information, resolving inquiries, or directing calls to the appropriate department.
• Complete patient registration and update demographic information in the EHR.
• Document phone notes and patient interactions accurately within the EHR.
• Schedule, reschedule, and cancel patient appointments as needed.
• Verify insurance coverage, Medicare/Medi-Cal eligibility, managed care plans, and other program benefits.
• Inform patients of co-pays, share of cost, and other financial responsibilities.
• Verify pharmacy and other clinical information related to patient visits.
• Maintain daily EHR worklists and follow established communication protocols.
• Research issues, identify solutions, and provide excellent customer service.
• Perform other duties as assigned.

Qualifications

• High School Diploma or GED required.
• Medical Assistant Certificate required.
• Minimum typing speed of 40 WPM.
• Proficiency in Microsoft Word and basic computer applications.
• Ability to navigate electronic health records and multiple computer systems.
• Bilingual in English/Spanish, English/Punjabi, or English/Hmong preferred.
• Strong customer service, organizational, and problem-solving skills.

Qualities & Characteristics

• Professional, positive, and team-oriented attitude.
• Strong commitment to customer service and patient satisfaction.
• Maintains confidentiality and high ethical standards.
• Adaptable, dependable, and eager to learn.
• Supports the mission and values of Ampla Health.

Working Conditions & Physical Requirements

• Primarily office-based environment with extensive telephone and computer use.
• Must be able to communicate effectively by phone and in person.
• Ability to lift up to 40 pounds and push up to 100 pounds (on wheels).
• Requires adequate vision, hearing, and manual dexterity to perform job duties.
• Ability to sit, stand, bend, kneel, reach, and move throughout the workday.
• May be exposed to contagious or infectious diseases in a healthcare setting.