Call Center Representative I TEMP - (Arabic or Spanish Speaking preferred)

Neighborhood Healthcare•Escondido, CA

2d•Hybrid

About The Position

The Call Center Representative I supports Neighborhood Healthcare’s mission and vision by providing excellent, patient-centered telephone customer service in a timely and professional manner within a dynamic team environment. The representative staffs the queue for one region, either San Diego or Riverside, and supports patient needs by answering questions, scheduling appointments, maintaining accurate patient information, and directing calls as needed. The role is a temporary three-month contract. Remote work may be available in San Diego County or Riverside County after on-site training is completed.

Requirements

High school diploma or GED.
Excellent verbal and written communication skills, including composition, typing, and proofreading skills.
Ability to interpret instructions in written, oral, diagram, or schedule form.
Knowledge of and experience with medical terminology.
Ability to successfully manage multiple tasks simultaneously.
Strong planning and organizational ability.
Ability to work as part of a team and independently.
Ability to handle highly confidential information professionally and ethically.
Ability to lift or carry 10 pounds and sit or stand for long periods.

Nice To Haves

One year of customer service experience.
Arabic/English or Spanish/English bilingual ability.

Responsibilities

Staff the call queue for either the San Diego or Riverside region.
Answer telephone calls promptly, politely, and professionally.
Answer questions and provide requested information to deliver patient-focused service and a positive impression of the organization.
Schedule and confirm patient appointments according to established guidelines and reschedule appointments as necessary.
Educate patients about Neighborhood Healthcare programs, including the MyCare Portal, and enroll patients in the texting confirmation program.
Maintain professionalism when assisting all patients, including potentially upset or difficult members.
Monitor provider schedules for openings to maximize use of available appointments.
Collaborate with clinic staff to identify and resolve patient issues or concerns.
Obtain and enter accurate demographic information into ECW, such as address, telephone number, and insurance provider.
Direct or redirect calls to appropriate departments as needed.
Determine when complex customer inquiries or complaints should be transferred to a clinic or call center supervisor or manager.
Meet call center key performance indicators, including quality, average handle time, schedule adherence, and accuracy.
Follow safety procedures, report injuries or unsafe conditions, use appropriate body mechanics, and follow infection-control procedures, including blood-borne pathogen protocols.
Protect the privacy of patient, employee, and volunteer information and access it only on a need-to-know basis for business purposes.
Comply with corporate integrity and security regulations and report unethical, fraudulent, or unlawful behavior or activity.