Call Center Representative

Job Title: Call Center Representative

Department: Operations

Pomona Community Health Center dba ParkTree Community Health Center (PCHC) is a non-profit, Federally Qualified Health Center (FQHC) whose mission is to provide preventive and primary care services to the needy in the community.

Job Summary:

The Call Center Operator is the first point of contact for many of our patients and their families. With customer satisfaction at the forefront of all actions, the Operator responds to the needs of the caller in a respectful, timely and concise manner. The Operator is responsible for making appointments, assisting with questions, and forwarding calls to the appropriate resource when assistance is needed. The Operator sets the tone for a positive patient experience and for our work with external customers/vendors.

Essential Duties:

1. Answer telephone calls promptly and in a polite, cheerful and professional manner in the language of the patient/family preference.

2. Listens intently, does not interrupt the patient/family and remains friendly and courteous regardless of the disposition of the person on the other end of the telephone.

3. For Patients/Families: schedule appointments for patients, check on status of prescriptions refills, medical records requests, outreach/task to clinical staff

4. Appointments:

· Obtain and enter all demographic information demographic information into NextGen (address, telephone number, email address, name of insurance or self-pay status).

· Offer patient appointment at a time and location that meets the needs of the patient - review appointment date, time, location, and provider name with caller.

· Inform caller of items to bring to appointment (including insurance card, medications, office visit fee, and verification of income - if applicable).

· Inform Patient to arrive 15 to 30 minutes before scheduled appointment to complete paperwork.

· Inform Patient of cancellation/no-show policy.-Must cancel 24 hours in advance.

· Direct calls to other departments as needed.

· Understand when to escalate calls to clinicians or management team

5. Vendors: Respond to external callers, document as necessary, transfer calls Use sound judgment in handling calls, especially with upset patients.

6. Make Inreach calls to newly assigned patients.

7. Make reminder calls as requested.

8. Make calls to reschedule appointments when necessary.

9. Provide assistance with mailings and other projects as call volume permits.

10. Responsible for verifying patients’ eligibility with our health center through various health plans or IPAs.

Qualifications:

High School diploma (or GED)

One year experience in customer service.

Medical Terminology and Clinical Experience preferred

Bilingual required (Spanish)

Skills:

Ability to handle confidential and sensitive information.

Manages difficult or emotional customer situations.

Ability to communicate effectively on the telephone.

Ability to relate to persons with diverse educational, socioeconomic, and ethnic backgrounds.

Ability to handle a "call center" environment: work quickly and multi-task.

Ability to exercise good judgment to handle calls appropriately.

Ability to demonstrate good customer service.

Ability to take direction from manager and complete tasks.

Job Type: Full-time

Pay: From $17.00 per hour

Schedule:

• 8 hour shift

Language:

• Spanish (Required)

Work Location: One location