Call Center Representative – Main Campus

• Bilingual (Spanish & English) is required for this role!

SUMMARY:

The Call Center Representative is responsible for providing timely and professional customer service to incoming phone calls specifically for appointment scheduling. The Call Center Rep will answer incoming calls for lab results, refill requests and schedule patient appointments, manage the provider's schedules in all medical departments according to set protocol of each department and direct all incoming calls of the call system in a manner that will enhance corporate image and increase customer satisfaction. In occasion to serve as back up for Front Desk staff shortage by performing any front office duties under the direction of the Site Supervisor.

QUALIFICATIONS:

• High School Diploma or GED.
• Bilingual- English/Spanish is required.
• Able to work a flexible schedule.
• Previous experience in a Medical Setting preferred.
• Ability to manage multiple phone lines and incoming calls in timely manner.
• Ability to read and interpret documents, such as policies, procedure manuals, and reports.
• Data entry proficient.
• Experience with Electronic Medical Records Systems Preferred
• Minimum of 2 years Healthcare Call Center experience or 2 years of Customer Service Call Center experience.
• Professional and Positive attitude and able to communicate with all levels of management and more importantly with our patients.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

1. Responsible for answering incoming calls in a courteous and professional manner, address questions and route calls accordingly.

2. Takes all incoming calls, facilitates patient needs, and documents all communication into the chart.

3. Always ensure patient confidentiality.

4. Schedule all appointments for all departments and clinics based on approved protocol for each department's registration area into the Practice Management System.

5. Responsible in assisting and maintaining the patients' demographic information and insert new/updated clinical and administrative documentation in charts.

6. Ensures that all patients inquiries are advised on the sliding fee scale and makes adjustments accordingly.

7. Gathers third party payment information, records charges, and bills patients for services provided as indicated on the encounter form.

8. Processes the charge entry into the Electronic Medical Records system.

9. Schedule all incoming phone appointments using specific protocols for each department/ provider with a high degree of accuracy.

10. Verify via the telephone all patient information including demographic, insurance and payment balance according to policy and instruct patients accordingly in preparation of their appointment such as the need to come in early if they need to be put on the sliding fee scale, what payment method are accepted and reminders of co-payment need to be paid at the time of service for privately insured patients.

11. Receives requests from pharmacy or other providers and contacts patients with messages, to include scheduling of appointments, lab orders, or other needs, and complete documentation.

12. Assists with lab callbacks or other clerical/phone tasks.

13. Addresses incoming calls for lab results and schedules follow up appointments according to directions of provider.

14. Alerts Site Supervisor of any pending patient requests for refills, lab results, or any other requests that have not been addressed by clinical staff or providers in a timely manner outlined by the "Telephone Triage Guide".

15. Provides excellent internal/external customer service.

16. Performs other duties as assigned.

17. All Health Center staff members have emergency and disaster response responsibilities. Participates in all safety programs which may include assignment to an emergency response team.