Call Center Representative
About The Position
We’re committed to compassionate care for all. Our patients. Our employees. You. At La Clinica, we love our patients and enthusiastically treat them with the same care, respect, and dignity that we would our friends, family, and neighbors because that's who they are. If this appeals to you, La Clinica might be the right place to build your career. We’re looking for the right team members to treat our patients with this level of care. We extend our commitment to compassionate care to our employees as well. We invest in our employees' lives through competitive pay, comprehensive benefits packages, easy access to wellness, personal and professional development workshops, and a focus on healthy work-life harmony. Check out our careers page to learn more about why our employees love working at La Clinica. This positions answers telephone call inquiries, schedules patient appointments and promotes an organization's services.
Requirements
- Minimum: High School Diploma or GED
- Zero to two years related experience and/or training; or equivalent combination of education and experience in field.
- Excellent interpersonal communication and problem-solving skills
- Skills to intervene and promote reconciliation, compromise and positive outcomes in difficult interactions
- Bilingual/Bi-literate skills in English/Spanish required
Responsibilities
- Responds to all calls in a courteous and professional manner, ensuring that all incoming calls are answered within 40 seconds
- Works with team lead and coordinator to ensure that no more than 4% of calls are abandoned.
- Masters customer call protocols, including, but not limited to; screening calls, routing calls appropriately, scheduling appointments, canceling appointments, making outgoing calls and taking messages
- Performs a “warm hand off” whenever possible while transferring a patient to another person.
- Works independently to complete administrative projects as assigned by their team lead or call center coordinator
- Responds to emergency calls in accordance with customer call protocols
- Notifies team lead or coordinator of all phone system problems in a timely manner and maintains appropriate logs recording all system failures and problems
- Responsible for following workflows that result in capturing activities to meet patient engagement standards as outlined in the APCM program
- Responsible for outreach efforts to ensure continuation of OHP eligibility and engagement in La Clinica services
- Other duties as assigned
Benefits
- Medical, Dental, and Vision Insurance
- Voluntary Accident, Short Term Disability, and Critical Illness Insurance
- 403(b) Retirement Savings Plan with Available Company Match
- Organization Paid Standard Life Insurance
- Flexible Spending Accounts (FSA) and Health Savings Account (HSA)
- Learning Well workshops
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
High school or GED
