CALL CENTER REPRESENTATIVE I

NORTH EAST MEDICAL SERVICES•Daly City, CA

1d•$32 - $32

About The Position

The Call Center Representative I, will be responsible for assisting the team in answering and routing a high volume of calls a day to appropriate recipients. Additionally, they are responsible for assisting patients in scheduling appointments, screening, referring eligible patients to NEMS’ participating programs, and answering patients’ inquiries.

Requirements

Completion of a high school certificate or equivalent required
Ability to work in a fast-paced environment, be able to multi-task
Must have basic computer knowledge i.e. Microsoft Office Suite
Must be able to work variable hours and Saturdays in rotation
Must be detail oriented
Must be able to fluently speak, read and write English
Fluent in Chinese (Cantonese and/or Mandarin), Vietnamese, Spanish and other languages may be required depending on location
Ability to relate to patients in a professional and courteous manner, maintain a positive environment while working with coworkers and/or patients within a diverse culture
Provides great customer service to ensure that we are living up to NEMS vision and mission statement

Nice To Haves

Prior customer service experience preferred
Prior experience in a healthcare setting preferred
Fluency in other languages is an asset

Responsibilities

Answers and routes incoming calls, including the provider line, through Cisco telephone system to appropriate resources while adhering to NEMS’ telephone etiquette standards
Manages large amounts of inbound and outbound calls in a timely manner
Follows communication “scripts” when handling different topics
Identifies patients’ needs, clarifies information as necessary, researches every issue, and provides solutions or alternatives
Builds sustainable relationships and engages customers by going the extra mile
Meets personal/team qualitative and quantitative targets
Schedules appointments for patients for all NEMS clinics and various specialties and departments
Conducts updates of demographic data for current and new patients
Verifies/updates patient insurance and knows corresponding clinic insurance acceptance
Submits PCP change request through EHR
Informs and refers patients to NEMS services and programs
Assists in outreach projects
Enters new customer information into the system
Follows-up on customer calls when necessary
Checks and executes patient portal messages daily
Occasional travel to other sites as needed
Performs other job duties as required by manager/supervisor