Bilingual Call Center Representative - PHC Administrative Office
About The Position
The Bilingual Call Center Representative answers incoming calls and supports effective patient communication and scheduling for PHC’s medical and dental clinics. The position is based at PHC’s Call Center in the Administrative Office in Des Moines and is not remote. The typical schedule is 40 hours per week, Monday through Friday, 8 AM to 5 PM. The representative provides customer service, helps patients navigate the organization, schedules appointments and services, maintains accurate patient information in the electronic health record, routes calls and messages according to protocols, and collects patient payments over the phone.
Requirements
- At least 1 year of experience in healthcare, human services, or social services, or 2 years of customer service experience.
- Ability to communicate effectively in English and Spanish, verbally and in writing.
- Excellent customer service skills and commitment to service excellence.
- Effective verbal and written communication skills.
- Problem-solving skills and ability to apply critical thinking.
- Initiative and dependability.
- Team orientation and ability to collaborate effectively with others.
- Listening and reading skills, with ability to follow written and verbal instructions.
- Basic computer skills, including proficiency with Microsoft Office applications, keyboard entry, and internet-based applications.
- Attention to detail and a high degree of accuracy.
- Prioritization skills.
- Strong interpersonal skills and ability to establish and maintain effective working relationships with a diverse group of individuals.
- Professionalism, ability to remain calm in all situations, and empathy.
Nice To Haves
- Associate degree in a related field.
- Work experience in a call center, community health center, medical or dental clinic, or in the essential functions of the position.
- Experience with patient registration systems and electronic health records.
- Experience using a multiline telephone system.
- Experience working with or knowledge of clinical terminology and health insurance, including Medicare and Medicaid.
Responsibilities
- Answer incoming calls promptly and monitor the queue for calls on hold.
- Provide information and assistance, guide patients through the organization, and use de-escalation techniques when needed.
- Schedule appointments for medical, behavioral health, and dental providers, nurse visits, and other services requiring scheduling.
- Monitor schedules for errors or overbooking.
- Collect, verify, update, and accurately document patient demographic, billing, and insurance information in the electronic health record.
- Screen and route calls according to protocols and send detailed messages through the electronic health record when needed.
- Collect patient payments over the phone.
Benefits
- Generous PTO accrual.
- Eight paid holidays.
- License/certification fee reimbursement for positions requiring clinical licensure or certification.
- Paid time off for continuing education and continuing education reimbursement.
- Tuition reimbursement program.
- 401(k) with company match.
- Medical insurance.
- Dental insurance.
- Vision insurance.
- Life and disability insurance.
- Flexible spending and health savings accounts.
- Supplemental accident and critical illness insurance.
- Discounted pet insurance.
- PHC Pride rewards program.
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What This Job Offers
Job Type
Full-time
Education Level
No Education Listed
