Contact Center Specialist

APLA Health•Los Angeles, CA

2d•$25 - $27•Onsite

About The Position

Under the direction of the Contact Center Manager, the Call Center Specialist is responsible for handling inbound and outbound calls to and from patients and scheduling medical appointments.

Requirements

High school diploma or GED required.
At least two (2) years’ experience working in a medical office or two (2) years of other customer service experience preferred.
Bilingual English/Spanish strongly preferred.
Knowledge about insurance plans as well as Medi-cal/Medicare strongly preferred.
Knowledge of: Basic computer software (Microsoft Office Suite)
Knowledge of: Call Center operations
Knowledge of: HIPAA and OSHA guidelines
Knowledge of: eClinicalWorks or similar electronic health record system
Knowledge of: Ring Central or similar phone system
Knowledge of: Managed care eligibility
Knowledge of: Healthcare insurance plans (Medicaid, Medicare, and private/commercial plans; including dental and/or mental health preferred)
Ability to: Participate as an effective member of a large service-providing agency
Ability to: Demonstrate non-judgmental and compassionate care towards the LGBTQ+ population, underprivileged and underserved communities, and populations living with/at high risk of contracting HIV
Ability to: Be customer service oriented
Ability to: Possess great active listening skills
Ability to: Strong telephone etiquette
Ability to: Maintain strictest confidentiality of patients
Ability to: Maintain a strict discipline in time management
Ability to: Operate standard office equipment
Ability to: Demonstrate excellent written and verbal communication skills
Ability to: Perform word processing and data entry tasks
Ability to: Meet assigned deadlines
Ability to: Complete assigned tasks with minimal supervision
Ability to: Communicate effectively with patients, staff, peers, and superiors
Must possess a valid California driver’s license; proof of auto liability insurance; and have the use of a personal vehicle for work related purposes.
Covid Vaccination and booster required or medical/religious exemption.

Nice To Haves

At least two (2) years’ experience working in a medical office or two (2) years of other customer service experience preferred.
Bilingual English/Spanish strongly preferred.
Knowledge about insurance plans as well as Medi-cal/Medicare strongly preferred.
Knowledge of: eClinicalWorks or similar electronic health record system
Knowledge of: Ring Central or similar phone system
Knowledge of: Healthcare insurance plans (Medicaid, Medicare, and private/commercial plans; including dental and/or mental health preferred)

Responsibilities

Handle inbound and outbound patient calls and provide accurate, satisfactory answers to their queries and concerns.
Assist patients with understanding the limitations of certain services and assist them in finding a solution to their concerns.
Handle all scheduling calls and transfer other calls/patient inquires as appropriate.
Schedule patient appointments according to clinic scheduling protocols.
Register patients in eClinicalWorks according to clinic protocols.
Verifies patients’ insurance coverage and if patient is out of network, unassigned to APLA Health, or uninsured, refers patient to enrollment team.
Protect patients' rights by maintaining strictest confidentiality of personal and financial information; adhering to all HIPAA guidelines/regulations.
Maintains patient accounts in eClinicalWorks by obtaining, recording, and updating personal and financial information.
Exhibit cultural competency with the LGBTQ+ population, underrepresented and underserved communities, and populations living with/at high risk of contracting HIV.
Work with the referral coordinator and/or referring agencies to coordinate patient appointments.
Work with the patient engagement and retention specialist to coordinate ED/ER follow up patient appointments.
Coordinate auxiliary services to assist patients with barriers to access to healthcare (e.g. interpreter services, transportation).
Ensure privacy protocols and regulations (e.g. HIPAA) are followed in order to keep patient protected health information safe and secure.
Coordinate with other call center agents to improve customer service.
On occasion, based on business necessity, staff may be required to work a non-standard schedule.
Other duties may be assigned to meet business needs.