Call Center Agent

United Health Centers of the San Joaquin Valley•Fresno, CA

7d•$21•Onsite

About The Position

We are recruiting for Bi-lingual (English/Spanish) Call Center Agent's to join our centralized Call Center in Fresno, CA. Hours and Work days This position is required to work three designated days of the workweek from 12:00 PM-9 P.M and both Saturday & Sunday from 8:30 AM-5:30 P.M. The schedule for this position may allow for flexibility for candidates who prefer to work weekends and prefer to have two days of the workweek off. The Call Center Agent (CCA) is a Non-Exempt position and reports to the Call Center Supervisor. The CCA is responsible for providing excellent customer service and courtesy with every UHC patient interaction. The CCA will efficiently and effectively handle incoming and outgoing telephone calls from patients and physician offices, route calls appropriately, schedule Medical, Dental, CPSP, Behavioral Health, Health Education, Enrollment and Optometry appointments. This position ensures that appropriate information is obtained in order to pre-register patients and schedule appointments. Additionally, this position is responsible for obtaining third party insurance information and demonstrates knowledge of UHC’s scheduling guidelines and procedures.

Requirements

Education: High School Graduate or equivalent.
License/Certification: Possess a valid driver's license.
Prior Experience: Minimum two (2) years of experience in customer service and/or call center
Skills: Bi-Lingual (English/Spanish) is required.
Customer-service oriented
Excellent telephone etiquette
Excellent listening and Customer Service/Interpersonal skills.
Ability to handle sensitive and confidential information
Ability to articulate complex information
Flexibility and dependability
Demonstrated good problem-solving skills; sound judgment
Intermediate computer skills
Attention to detail and excellent follow-through on work tasks
Able to handle multiple tasks simultaneously

Nice To Haves

Associates Degree preferred.
Knowledge in scheduling or call center environment preferred

Responsibilities

Providing exceptional customer service to patients
Answer incoming calls on a multi-line phone system
Schedules appointments per established guidelines and educates patients on all UHC services
Will ensure no patient is turned away. Will use all resources to secure an appointment for patient
Reports any potential patient concerns or complaints immediately to supervisor
Overall knowledge of the financial programs, registration and insurance verification
Registering patients for appointments; obtaining updated insurance and demographic information
Educate patients on everything they should bring with them to the appointment
Notifies the patient of any co-pays that are due at the appointment
Route calls to appropriate department or health center