Part Time Bilingual Call Center Representative - Admin Office

1a81e9ec-0004-4bf2-aadc-f982de3a9509•Des Moines, IA

2d•$17 - $26•Onsite

About The Position

As a Bilingual Call Center Representative, you will answer incoming calls to ensure efficient and effective patient communication and scheduling for PHC’s medical and dental clinics. You will provide excellent customer service while scheduling appointments and routing patient messages to appropriate recipients. This position is based at PHC’s Call Center in its Administrative Office in Des Moines and is not remote. It typically works 20 hours per week: Monday 8 AM–5 PM, Tuesday through Thursday 1 PM–5 PM, with Friday off.

Requirements

At least 1 year of experience in healthcare, human services, or social services, or 2 years of customer service experience.
Ability to communicate effectively in English and Spanish, verbally and in writing.
Excellent customer service skills and commitment to service excellence.
Effective verbal and written communication skills.
Good problem-solving skills and ability to apply critical thinking.
Initiative and dependability.
Team orientation and ability to collaborate effectively with others.
Listening and reading skills, with ability to follow written and verbal instructions.
Basic computer skills, including proficiency with Microsoft Office applications, keyboard entry, and internet-based applications.
Attention to detail and a high degree of accuracy.
Prioritization skills.
Strong interpersonal skills and ability to establish and maintain effective working relationships with a diverse group of individuals.
Professionalism, including the ability to remain calm in all situations and show empathy.

Nice To Haves

Associate degree in a related field.
Work experience in a call center, community health center, medical or dental clinic, or in the essential functions of the position.
Experience with patient registration systems and electronic health records.
Experience using a multiline telephone system.
Experience working with or knowledge of clinical terminology and health insurance, including Medicare and Medicaid.

Responsibilities

Answer incoming calls promptly, monitor the call queue, provide information and assistance, and guide patients through the organization politely and effectively; use de-escalation techniques when needed.
Schedule appointments for medical, behavioral health, and dental providers, nurse visits, and other services; monitor schedules for errors or overbooking.
Collect, verify, and update patient demographic, billing, and insurance information, and document it accurately in the electronic health record.
Follow protocols to screen and route calls, and send detailed messages through the electronic health record when needed.
Collect patient payments over the phone.