Message Center, Call Agent

SAC Health • San Bernardino, CA

10h • Onsite

About The Position

The Message Center, Call Agent is primarily responsible for answering inbound calls promptly and professional manner. The agent will follow "scripts and prompts" to gather and document appropriate information to route to assigned message center staff/in baskets. The agent will handle different topics, identifying customer's needs. The agent will also complete other duties as assigned.

Requirements

• High school diploma or equivalent required.
• Medical terminology and additional studies in business preferred.
• Must receive EPIC certification for the module you have been hired into.
• 1+ years of experience in a Call Center/Appointment Center and/or in a front or back medical office preferred.
• Telephone skills and computer competency required.
• The ability to calculate figures and amounts such as discounts and percentages is required.
• Effectively communicate with all levels of personnel, students, and patients by phone, in writing and in person.
• Must be able to read, analyze and interpret procedures from various payer sources.
• Must possess basic writing skills.
• Work independently with little supervision to set priorities and be accurate.
• Must be able to read, analyze and interpret procedures from various payer sources.
• Ability to define problems collects data, establish facts and draw valid conclusions.
• Must be legally authorized to work in the United States on a full-time basis.
• Must not now or in the future require sponsorship for employment visas.

Nice To Haves

• Medical terminology and additional studies in business preferred.
• 1+ years of experience in a Call Center/Appointment Center and/or in a front or back medical office preferred.

Responsibilities

• Answers a high volume of inbound calls in a timely and professional manner.
• Uses prompts and scripts to gather information and accurately document incoming telephone calls per policy/guidelines.
• Routes documented encounters with the appropriate team members.
• Communicates with patients and staff in a clear tone, pleasant language, and positive attitude.
• Engages in active listening with callers, confirming or clarifying information, and diffusing angry patients, as needed.
• Verifies patient demographics and authenticates the caller.
• Ability to maintain composure and professionalism while always working with patients and staff.
• Able to work with minimal supervision and maintain positive rapport while operating within a group/team setting.
• Ability to collaborate, support, and function in a teaching organization that builds, coaches, and embraces interns and residency programs.
• Must demonstrate a passion for the team and have the ability to consistently work with rotating doctors, residents, and interns, while continuously building a trusting, safe, patient-centered workplace.
• Demonstrate the ability to be culturally sensitive and respect diversity, work effectively and with individuals of different cultures and socioeconomic status; Passion for service.
• Assist with training new and established employees as needed.
• Other duties as outlined in the official job description.

Benefits

• Industry Leading PTO Accrual (accrued per pay period)
• Sick Leave
• Paid Holidays
• Paid Jury Duty, Bereavement
• SAC Health Covers approximately 85% of Team Member health premium costs (may vary w/benefit plan selection)
• Retirement - up to 8% employer contribution
• Continuing Education and Learning Benefits
• Annual Mission Trip

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED