Call Center Representative I

OLE Health • Woodland, CA

3d • $24 - $30 • Onsite

About The Position

The Call Center Representative works under the Call Center Manager and assists patients by handling and triaging phone calls, scheduling appointments, answering questions, and documenting information in the electronic health record. The role supports patient access by providing accurate information about health center programs and services, helping with registration and insurance eligibility, routing calls to the appropriate departments, and ensuring a positive, respectful, and confidential patient experience. The position is based in Woodland, California, and is scheduled Monday through Friday, 8:00 a.m. to 5:00 p.m.

Requirements

• High school diploma or GED.
• Administrative and customer service experience in a busy, customer service-related environment.
• Strong computer and data-entry skills, including Microsoft Office.
• Experience with an electronic health record system.
• Strong verbal and written communication skills.
• Ability to work in a fast-paced environment and multitask.

Nice To Haves

• One year of experience in a medical office, hospital, or clinic.
• Experience working in a health clinic or demonstrated commitment to low-income populations.
• Bilingual skills in English and Spanish, Dari, Punjabi, or Vietnamese.

Responsibilities

• Answer calls and schedule patient appointments, providing accurate information about programs and services.
• Complete and update patient registration as needed.
• Run insurance eligibility for the following day and create billing notes for outstanding documents.
• Respond empathetically and sensitively to each customer's needs, explaining information at an appropriate level of understanding.
• Give customers full attention and respond promptly and proactively.
• Route calls to the appropriate department for further assistance as needed.
• Troubleshoot patient concerns about orders and health information, and assist with communication with outside facilities through the electronic health record.
• Greet patients professionally by phone and promote a positive patient service experience.
• Answer multi-line phones in a timely and professional manner.
• Ensure correct patient identification in the computer scheduling system.
• Follow appropriate scheduling guidelines during patient interactions.
• Inform prospective and new patients about health center services and new-patient enrollment protocols.
• Use basic knowledge of programs, insurance, access and eligibility guidelines, and applications.
• Send messages to care team members as necessary.
• Record cancellations and rescheduled appointments and document them appropriately in the electronic health system.
• Capture and update patient demographic and insurance information.
• Treat callers with dignity and respect while maintaining privacy and confidentiality.
• Document appropriate information in the electronic health record system.
• Promptly follow up on telephone encounters, recalls, and appointment requests.
• Perform other duties as assigned.

Benefits

• Medical, dental, and vision coverage; the employer covers 90% of the employee premium and 50% of the dependent premium.
• 18 days of paid time off for vacation and sick leave.
• 10 paid holidays and 1 floating holiday.
• 403(b) retirement plan with a 2% employer match when the employee contributes 4%.
• Tuition reimbursement of up to $2,000 per calendar year for part-time and full-time employees, prorated by full-time equivalent.
• Life and accidental insurance coverage.
• Employer contribution to a Health Savings Account.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED