Call Center Representative

ADELANTE HEALTHCARE INC•Phoenix, AZ

About The Position

The Call Center Representative is primarily responsible for providing excellent customer service by assisting patients over the phone with scheduling, relaying medical information and/or medical information requests. Responsible for creating a caring and receptive patient environment while promoting an effective and efficient scheduling process. Responsive to patients’ needs via telephone. Handles 2-3 skill types of calls. EXPECTATIONS Every Adelante Healthcare employee will strive to maximize their performance and contribution to Adelante Healthcare and the community we serve every day. Employees are expected to work in a manner that demonstrates a commitment to quality, patient safety, employee engagement, innovation, and the highest standards of personal integrity, professionalism, and competence. OUR CORE VALUES Compassion Excellence Integrity Learning Respect Sustainability

Requirements

Effective communication skills and professional presence
Ability to communicate effectively with patients, co-workers, and the general public both in person and over the phone
Minimum of one (1) year experience in the customer service field and six (6) months to (1) year call center experience
Meeting minimum standards of metric expectations
Ability to perform a variety of assignments requiring some exercise of independent judgment
High school diploma or GED from an accredited institution
office skills: typing, faxing, scanning and telephone
computer efficiency
Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form
Ability to work a varied schedule
Commitment to Adelante Healthcare’s mission, vision, and values
Willingness to be cross-trained and learn new skills and responsibilities
Valid Level One Fingerprint Clearance Card issued by the Arizona Department of Public Safety for all specialty behavioral health locations

Nice To Haves

Bilingual English and Spanish preferred
Experience in community health

Responsibilities

Effective phone etiquette using caring communication for all openings and closing greetings.
Ensure patient needs and requests are handled efficiently by performing telephonic patient scheduling
Schedule patient initial and follow up appointments ensuring efficient use of provider time and the appropriate care for patients
Perform patient pre-registration including accessing and updating patient information as indicated
Perform data entry and appointment confirmation within 2-3 call queues.
Maintain schedule accuracy for maximum patient flow
Follow established procedures for answering and screening incoming appointment-related telephone calls, scheduling interpreters, and directing calls to appropriate staff
Maintain effective communication with office staff and providers in all of the health centers as needed
Attend staff meetings, in-service meetings, or other required meetings
Maintain satisfactory attendance, is punctual and works full scheduled shift
Demonstrates respectful, professional and appropriate behavior that supports a team-oriented work environment
Technology skills to include Windows, MS Office and multi-line telephone system
Other duties as requested or assigned
All employees are responsible for promoting and participating in interdisciplinary communication and collaboration to enhance the delivery of quality across the health care system. Employees should maintain an environment which supports and engages patients and co-workers in a caring team-based model to promote wellness and improve health outcomes.
All employees are required to comply with Adelante Healthcare’s written standards, including its Compliance Program and Standards of Conduct, policies and procedures and reporting of any conduct that potentially violates Adelante’s legal or compliance requirements. Such compliance will be an element considered as part of the regular performance evaluation.