Call Center Administrative Coordinator

Vista Community Clinic•Vista, CA

2d•Onsite

About The Position

At Vista Community Clinic (VCC), we believe healthcare is more than medicine, it’s about hope, community, and impact. For over 50 years, we’ve been a leader in the community clinic movement, growing from a small volunteer-driven effort in Vista to a nationally recognized network of state-of-the-art clinics across San Diego, Orange, Los Angeles, and Riverside counties. Today VCC has 14 clinics serving over 70,000 patients annually, we continue our mission of delivering exceptional, patient-centered care where it’s needed most. As a private, non-profit, multi-specialty outpatient clinic, VCC provides more than healthcare, we provide opportunity. Here your skills are celebrated, your growth is supported and your work makes a difference. We know that our success is a direct result of the exceptional talents and dedication of our employees.

Requirements

High school graduate or equivalent.
Minimum three years’ call center or medical office experience.
Bilingual English/Spanish.
Extensive knowledge of the Clinic products and services.
Thorough knowledge clinicians and the procedures they perform.
Knowledge of health care delivery systems and the ability to use that knowledge in assisting clients to access necessary health care services.
Knowledge of Medi-Cal, Medicare, CHDP and special government programs.
Minimum 30 WPM typing/data entry.
Ability and willingness to meet the organization’s attendance and dress code policies.
Ability to perform a high volume of routine detail work with speed and accuracy.
Experience/familiarity with computers, business e-mail, communication systems and internet search capabilities; proficient in Microsoft Office products, specifically Word and Excel.

Responsibilities

Coordinate call center operators to ensure compliance with training and policies and procedures including those of Artera.
Train new operators and support experienced operators to improve performance.
Create educational materials, conduct training, identify skill gaps and ensure staff members respond in a professional and timely manner.
Provide monthly trainings to any VCC employees.
Develop Artera call center educational materials, such as digital presentation, how-to manuals and instructional videos.
Supervision of real time status of channels and messages.
Staffing logs and skypes, scheduling to demand.
Attend new trainings provided by Artera.
Monitoring of front desk productivity share with managers through reportage received.
Attend Artera meetings and provide updates as needed.
Identify urgent alerts and response time.
Monitoring of opened messages.
Monitoring of pending tagged messages to call center and other clinic departments.
Monitoring of rescheduling workgroup.
Attend Artera trainings and promote growth within department by sharing new procedures.
Ability to send broadcast when needed.
Any other Artera duty which may become implemented.
Prepare manuals and workflows regarding scheduling techniques and appropriate operator conduct via Artera.
Schedule and conduct training sessions on various call center topics to prepare and support new employees.
Answer all incoming telephone calls within 60 seconds in a professional, courteous, and efficient manner; transfer call in a timely and appropriate manner.
Maintain thorough knowledge of the Clinic, clinicians and procedures performed at each clinic, as needed for demand.
Maintain knowledge of appointment schedule; review scheduling of site with rep on daily basis; review availability of appointments to assist in accommodating patients who request services throughout the day.
Join POD meetings of assigned departments; work with managers on scheduling, workflow, and any changes.
Record and report any unusual occurrences or incidents by utilizing the “Incident Report”.
Enter accurate demographic data or verify current data in the computer, updating as necessary.