Bilingual Call Center Agent I - PER DIEM

CVCH • Wenatchee, WA

1d • Onsite

About The Position

The primary job function of the Call Center Agent is to provide a positive first impression through courteous, efficient and effective telephone access to all CVCH services. Routes calls, makes patient appointments, enters patient information in electronic records and provides current and accurate information about all CVCH services.

Requirements

• High School Diploma or equivalent preferred.
• Prefer a minimum of 1 year experience in the medical or business/office field or equivalent education and training.
• Experience with call centers and medical reception preferred.
• Bilingual in English/Spanish required.
• Knowledge of computer applications and equipment related to work.
• Effectively work in a multi-task environment, prioritizing tasks properly, and completing tasks/projects in a timely manner.
• Basic computer experience; adequate typing; 10-key calculator and filing skills; ability to communicate with clarity and fluency in English and Spanish.
• Excellent customer service skills.
• Ability to work in a collaborative team work environment.
• Strong interpersonal and communication skills, with the ability to work effectively with a wide range of consumers in a diverse community.
• Develop and maintain effective working relations with peers, patients, other agencies, contracted providers, and the public.
• Able to work well independently, learn quickly and adjust work assignments in response to system changes.
• Caring attitude, commitment to serving low-income patients.
• Attention to detail, problem solving, basic calculations, ability to count money and handle cash.
• Ability to read computer keyboard, monitor, and documents; prepare and analyze documents; read extensively; hear, recognize, and assess verbal presentations of patients; receive and convey detailed information orally, by telephone and in person; convey accurate and detailed instructions by speaking to others in person and by telephone.
• Possible exposure to airborne/bloodborne pathogens, possible exposure to body fluids/blood.
• Worker is subject to inside and outside environmental conditions on a frequent basis with moderate/extreme noise.
• Worker has contact with consumers and other staff and may be exposed to severe medical conditions presented by them.
• Exposure to hazardous substances is a moderate risk and there are possible and physical injurious conditions.
• Blood/Fluid Exposure Risk Category III
• Tasks involve no greater exposure to blood, body fluids, or tissues than would be encountered by a visitor.
• Position does not involve patient care.
• Position will demonstrate general knowledge and skill to effectively communicate and provide safety measures to all life cycles.

Nice To Haves

• Experience with call centers and medical reception preferred.

Responsibilities

• Answers calls in an efficient, courteous and prompt manner with the goal of answering every call within 30 seconds or less.
• Maintains high quality customer service levels.
• Schedules appointments for patients using scheduling protocols and answering scripts.
• Enters data in EMR, EDR and other electronic records in accordance with protocol.
• Answers questions courteously and efficiently using answer scripts.
• Contacts patients with reminder calls and reschedules appointments when providers’ schedules change.
• Retains current knowledge of all CVCH Programs.
• Directs phone calls to proper destination or takes a message as per protocol.
• Assists with administrative tasks as assigned.
• Performs other duties and tasks as assigned by supervisor.
• Expected to be prepared to start shift at scheduled time, meet attendance standards, and work the hours necessary to perform the essential functions of the job.
• Conforms to safety policies, general housekeeping practices.
• Demonstrates sound work ethics, flexible, and shows dedication to the position and the community.
• Demonstrates a positive attitude, is respectful, and possesses cultural awareness and sensitivity toward clients and co-workers.
• Keeps customer service and the mission of the organization in mind when interacting with all clients, co-workers, and others.
• Employees are expected to embrace, support and promote the core values of respect, integrity, trust, compassion and quality which align with the CVCH mission statement through their actions and interactions with all patients, staff, and others.
• Conforms to CVCH policies and Joint Commission and HIPAA regulations.

Benefits

• 403(b) Retirement Plan Lincoln Financial
• 150% CVCH match up to 3% of the employee’s contribution Immediately.
• Vesting schedule: 20% at 2 years, 50% at 3 years, 60% at 4 years, and 100% at 5 years.
• WA State Sick Leave Employees will accrue 1 hour of Sick Leave for every 40 hours worked.
• Employees are eligible to take paid sick leave for sick leave purposes only after the completion of their 90th day of employment.

What This Job Offers

• Career Level: Entry Level
• Education Level: High school or GED