Call Center Operator I - Bilingual in Khmer

ASIAN PACIFIC HEALTH CARE VENTURE•Los Angeles, CA

11d•$22 - $22•Onsite

About The Position

A Call Center Operator I - Bilingual in Khmer position at APHCV is responsible for receiving and relaying incoming telephone calls. This role is part of the revenue cycle process, contributing to the optimization of capturing, managing, and collecting patient service revenue. The position emphasizes patient-centric care and requires meeting performance benchmarks set by management. Employees are expected to participate in emergency situations and comply with APHCV's policies, procedures, Standards of Conduct, and Compliance Program. APHCV is a tobacco-free organization.

Requirements

Proficiency in written and verbal English and targeted language Khmer.
High school diploma.
Legal authorization to work in the United States.
A valid California Driver’s license with clean records and access to an insured automobile.
Completion of APHCV Health Assessment Form.
Completion of DOJ background check.

Nice To Haves

1-year minimum working experience in a Community Based Organization or Customer Service.
Exceptional customer service skills.
Pleasant telephone manner.
Proficiency in PC – working knowledge of Microsoft Office applications, NextGen, Intranet and Internet.
Ability to prioritize assignments to complete work in a timely manner.

Responsibilities

Answer incoming telephone calls for APHCV.
Retrieve telephone messages and follow up with appropriate actions.
Test the automated reminder call system weekly.
Run eligibility for new patients with managed care Medi-Cal insurance and instruct patients accordingly.
Screen telephone calls to ensure routing to the appropriate department or individual.
Make calls to reschedule and/or cancel appointments when necessary.
Conduct reminder calls.
Task Triage Nurses and Referral Nurses and respond to various tasks accordingly.
Utilize the Telephone Call template to document pertinent information and communication activities related to the patient’s call in a timely manner per policy and procedure.
Ensure complete and accurate data entry during the telephone patient registration process.
Create globe account when scheduling an appointment for a new patient (search and verify patient information before creating new globe account to avoid duplication of records).
Create patient chart for IPA member and non-IPA member upon receiving tasks from On Call provider, Triage Nurse or Medical Records unit.
Create and deactivate NextGen EPM alerts as needed.
Utilize park, paging, and voicemail systems to ensure proper routing of telephone calls.
Provide general information about APHCV (e.g., directions, scope of services, available programs).
Attend and participate in clinic staff meetings and trainings.
Respond to Patient Portal messages.
Conduct patient recall (such as inactive 13-month, CHDP, etc.) via i2itrack system and health plan member list.
Change and update Primary Care Provider for patients.
Forward patient’s concerns and feedback to appropriate personnel within APHCV for resolution and optimization of clinic efficiency.
Perform other duties as assigned by supervisor(s).