Call Center Representative

Under the supervision of the Clinic Office Manager, the Call Center Representative will assist patients and other external parties by taking calls, answering questions, and forwarding calls and messages as appropriate.

Requirements

• Answer all incoming calls to the clinic in a friendly, efficient, and empathetic manner.
• Manage large amounts of inbound and outbound calls in a timely manner.
• Answer telephones with appropriate Clinic Romero greeting, in a courteous and timely manner which includes: introducing the clinic and yourself by name.
• Verify and update patient demographic information into EMR.
• Sort messages for departmental If needed assist caller and take a message to forward to corresponding company personnel.
• Check and retrieves answering service messages and follows up on appointment inquires.
• Provide accurate, reliable information regarding Clinic's services.
• Maintains knowledge of the various types of Medi-Cal, Health plans and other programs offered at Clinica Romero.
• Verifies patient insurance coverages through the various web portals to ensure appropriate patient eligibility prior to scheduling appointments for new and establish patients.
• Communicates invalid coverage information with patient and offer assistance of the Eligibility Department if necessary.
• Perform PCP changes with patient’s authority by calling the health plan on a three-way call with patient to complete the PCP assignment.
• Make reminder phone calls for next day scheduled appointments.
• Daily use of text messaging app, WELL Health or other technological platforms, responsible to monitor all incoming messages including but not limited to: responding timely to any appointment requests, close patient channels if no follow up is required, pin other departments to messages depending on the request made by patient.
• Monitor and respond timely to any appointment request made by patient through our patient portal, Mychart.
• Knowledge to problem-solve with other team members to effect change toward improvement of clinic services.
• Review after hours call logs and assist with caller request as needed.
• Screen calls appropriately in order to meet appointment and departmental needs.
• Screen calls in order to set appointment for suitable site and department.
• Must review and timely respond to any and all communication, through the various communication channels of the organization, including but not limited to: Outlook (email), Microsoft Teams, EMR secure chat, etc.
• When required, must work in Medical Records Department/Front office Department and others.
• Maintains a neat, clean and safe work area for which employee is specifically or generally responsible.
• Maintain privacy and confidentiality to both patient and employee with regard to medical data information.
• Demonstrate a positive, proactive, can do attitude in responding to customer needs.
• Assist in the resolution of patient telephone complaints/
• Works cooperatively and effectively with other team members.
• Assist in the training of new Call Center Representatives.
• Seeks out additional duties to promote continuity of operations.
• Attends In-Services and/or trainings.
• Completes assignments by the end of the scheduled shift.
• Communicates work related problems and reports to the Department Supervisor and lead.
• Flexible hours/ Rotate if needed from site to site.

Benefits

• Paid Time Off
• 401k Matching
• Retirement Plan
• Health Insurance
• Paid Holidays