Call Center Representative

Universal Community Health Center•Los Angeles, CA

14d•Hybrid

About The Position

The Call Center Representative operates a multiline/ACD telephone system to answer a high volume of inbound patient calls across all UCHC clinic sites in a prompt, courteous, and professional manner. This role serves as a centralized point of contact for scheduling, patient inquiries, insurance verification, and general information, ensuring patients are connected to the appropriate care team, service, or resource.

Requirements

High school diploma or equivalent required.
1+ year of call center, customer service, or medical office/scheduling experience preferred; experience in a healthcare or FQHC setting strongly preferred.
Experience with multiline phone systems, ACD/call center software, and electronic health record (EHR) or practice management scheduling systems preferred.
Knowledge of medical terminology and insurance verification (HMO, PPO, Medicare, Medi-Cal) preferred.
Ability to type accurately and navigate multiple computer systems simultaneously while speaking with callers.
Excellent verbal and written communication
Active listening
Service orientation
Critical thinking
Social perceptiveness
Strong customer service skills; ability to remain calm and professional under high call volume
Ability to multitask across phone, scheduling, and documentation systems
Attention to detail and accuracy in documentation
Bilingual-English/Spanish required.

Nice To Haves

1+ year of call center, customer service, or medical office/scheduling experience
Experience in a healthcare or FQHC setting
Experience with multiline phone systems, ACD/call center software, and electronic health record (EHR) or practice management scheduling systems
Knowledge of medical terminology and insurance verification (HMO, PPO, Medicare, Medi-Cal)

Responsibilities

Answers a high volume of inbound calls through the multiline/ACD call center telephone system, screening and directing calls and messages to the appropriate department, clinic site, or provider.
Documents phone encounters, messages, and call outcomes in the electronic health record (EHR) or call center system in accordance with organizational documentation standards.
Schedules, reschedules, and cancels patient appointments across all clinic sites and departments according to established scheduling protocols and provider templates.
Verifies medical insurance eligibility and benefits (HMO, PPO, Medicare, Medi-Cal, and other payors) prior to or during scheduling.
Acts as a patient relations representative by answering patient inquiries within the limits of their knowledge and UCHC policies and procedures, escalating complex or sensitive issues as needed.
Retrieves and responds to messages from the after-hours answering service and coordinates timely handoff of urgent messages to clinical staff.
Offers information on available government assistance programs and the sliding fee scale to patients as needed.
Follows HIPAA confidentiality and security rules when providing patient information over the phone.
Answers questions about the organization and provides callers with accurate information about UCHC services, locations, hours, and directions.
Meets established call center performance standards, including call quality, average handle time, and call volume/productivity metrics.
Escalates complex, clinical, or urgent calls to the appropriate supervisor, nurse triage line, or department.
Participates in ongoing training on scheduling systems, EHR, and call center software and technology.
Performs other tasks as deemed reasonable by the Call Center Supervisor.