Call Processing Representative

San Ysidro Health•San Diego, CA

13d

About The Position

The Call Center representative works in a high volume, fast-paced inbound call center and is responsible for providing an excellent customer service experience to our patients, demonstrating a high level of commitment to SYHealth’s mission and core values. SYHealth’s Call Center is the central communications hub for our network of primary care and specialty clinics, responsible for handling appointment related requests, helping patients navigate our health system and routing calls to the appropriate departments, as well as providing information on the services available at SYHealth. Essential Functions of the Job: Answering phones to respond to inquiries made by patients, vendors, insurance companies and other medical facilities. Must be able to handle 60-80 incoming calls per day. Efficiently and actively provides excellent customer service by properly greeting, listening, assisting, directing, and closing each call. Re-scheduling patient appointments as required via telephone calls, SMS or messages received thru our Patient Portal Screening and routing patient calls to other departments efficiently, insuring accurate registration, appointment scheduling and follow-up appointment scheduling in EMR Taking clear and accurate messages on behalf of patients when completing an internal communication template. Responding to patient’s questions and needs by editing, canceling, and re-scheduling appointments as necessary according to clinic protocols. Maintains a good working relationship and effective communication both within the department and with other departments for the benefit of the patient. Demonstrates knowledge and understanding of SYHealth programs and services. Adheres to current department productivity and quality assurance requirements. Other duties as assigned. Additional Duties and Responsibilities: Follows established departmental policies and procedures, objectives, quality assurance program, safety, environmental and infection control standards. Enhances professional growth and development through participation in educational programs, in-service meetings, and workshops. Attends meetings as required and participates in committees as directed.

Requirements

1 year of experience in customer service, call center or in a healthcare setting. Or successful completion of an externship program with San Ysidro Health.
High School Diploma or GED equivalent
English fluency in both Spoken and Written language
Exceptional phone manner
Excellent interpersonal and communication skills.
Ability to type 35 wpm with 90% accuracy.
Must be flexible, organized, and function well under pressure.
Ability to apply knowledge of office procedures and carry out tasks accordingly.
Multitasking capacity
Working knowledge of Microsoft Windows OS, MS-Office, telephone devices and voice mail.

Nice To Haves

Experience using an Electronic Health Record system, EPIC preferred.
Medical Terminology
Fluent in either Spanish, Arabic or Tagalog

Responsibilities

Answering phones to respond to inquiries made by patients, vendors, insurance companies and other medical facilities.
Must be able to handle 60-80 incoming calls per day.
Efficiently and actively provides excellent customer service by properly greeting, listening, assisting, directing, and closing each call.
Re-scheduling patient appointments as required via telephone calls, SMS or messages received thru our Patient Portal
Screening and routing patient calls to other departments efficiently, insuring accurate registration, appointment scheduling and follow-up appointment scheduling in EMR
Taking clear and accurate messages on behalf of patients when completing an internal communication template.
Responding to patient’s questions and needs by editing, canceling, and re-scheduling appointments as necessary according to clinic protocols.
Maintains a good working relationship and effective communication both within the department and with other departments for the benefit of the patient.
Demonstrates knowledge and understanding of SYHealth programs and services.
Adheres to current department productivity and quality assurance requirements.
Other duties as assigned.
Follows established departmental policies and procedures, objectives, quality assurance program, safety, environmental and infection control standards.
Enhances professional growth and development through participation in educational programs, in-service meetings, and workshops.
Attends meetings as required and participates in committees as directed.