Call Center Representative I

Neighborhood Healthcare•Escondido, CA

13h•$21 - $24

About The Position

RESPONSIBILITIES Staffs queue for one specific region, such as San Diego or Riverside Answers telephone calls promptly and in a polite and professional manner Answers questions and offer other information, as requested, to provide patient-focused service and a positive impression of the organization Schedules and confirms patient appointments according to established guidelines and reschedules as necessary Educates patients on available programs offered through Neighborhood Healthcare, including MyCare Portal and enrolling patients in our texting confirmation program Maintains professionalism with all patients including potentially upset or difficult members Monitors provider schedules for openings to ensure maximum utilization of all available appointments Works in collaboration with clinic staff to identify and resolve patient issues or concerns Obtains and enters accurate demographic information into ECW, such as address, telephone number, insurance provider, etc. Directs/redirects calls to appropriate departments as needed Determines when complex customer inquiries or complaints may be transferred to a clinic or call center supervisor or manager Deliver on call center KPI’s: quality, average handle time, adherence to schedule, accuracy, etc.

Requirements

High school/GED required
One year customer service or call center experience preferred
Experience working with healthcare environment preferred
Bilingual skills (English/Spanish) or (English/Arabic) required by site
Excellent verbal and written communication skills, including superior composition, typing and proofreading skills
Ability to interpret a variety of instructions in written, oral, diagram, or schedule form
Knowledgeable about and experience with medical terminology
Ability to successfully manage multiple tasks simultaneously
Excellent planning and organizational ability
Ability to work as part of a team as well as independently
Ability to work with highly confidential information in a professional and ethical manner

Nice To Haves

One year customer service or call center experience preferred
Experience working with healthcare environment preferred

Responsibilities

Staffs queue for one specific region, such as San Diego or Riverside
Answers telephone calls promptly and in a polite and professional manner
Answers questions and offer other information, as requested, to provide patient-focused service and a positive impression of the organization
Schedules and confirms patient appointments according to established guidelines and reschedules as necessary
Educates patients on available programs offered through Neighborhood Healthcare, including MyCare Portal and enrolling patients in our texting confirmation program
Maintains professionalism with all patients including potentially upset or difficult members
Monitors provider schedules for openings to ensure maximum utilization of all available appointments
Works in collaboration with clinic staff to identify and resolve patient issues or concerns
Obtains and enters accurate demographic information into ECW, such as address, telephone number, insurance provider, etc.
Directs/redirects calls to appropriate departments as needed
Determines when complex customer inquiries or complaints may be transferred to a clinic or call center supervisor or manager
Deliver on call center KPI’s: quality, average handle time, adherence to schedule, accuracy, etc.