Patient Contact Center Associate (Temporary)
About The Position
As La Cl�nica de La Raza builds out its first call center, this role serves as a distinct opportunity to work as part of a team that is the first point of contact for all patients. Prior customer support experience in a call center is important as you will assist and route patients to the right service department or individual. Success in this role requires a high degree of interpersonal competence, including excellent customer service skills, the ability to help callers who may not be sure which service they require, and patient assistance and guidance. Effectiveness will be measured by the ability to work in a fast-paced environment, remaining calm, pleasant, knowledgeable, and confident to appropriately route calls and leave a positive impression. This job requires a commitment to serving others, and the ability to have fun will enable enjoyment of the work and embracing the reality that some days will be tougher than others, with always an opportunity to serve.
Requirements
- Knowledgeable about the organization’s information, clinic details and other information that will be sought by patients and others.
- Knowledge of health information systems along with medical and dental terminology.
- Knowledge of computer systems and applications, specifically, word processing, spreadsheet, database applications, and use of information systems.
- Provide outstanding individualized customer service in a professional manner.
- Analyze caller’s concerns and provide appropriate solutions.
- Be detail-oriented.
- Demonstrate active listening and professional telephone communication skills.
- Ability to work across cultures and demonstrate support of diversity, equity and inclusion.
- Organize and prioritize work, multi-tasking, and setting priorities to manage time effectively.
- Work independently as well as part of a team.
- Previous experience in a customer support role required.
- Call center experience, healthcare related preferred.
- Front Office or Clerical experience in medical office or health insurance firm preferred.
Nice To Haves
- High School diploma or Bachelor’s degree preferred.
- Bi-lingual skills preferably Spanish-speaking.
- Any training or certifications in customer service received.
Responsibilities
- Answer incoming calls and provide patients and others the necessary information or services related to their healthcare needs or connecting them to the appropriate service or individual as per the prescribed protocols.
- Resolve patients' inquiries in the first call or instance as far as possible, with calls being answered and handled in an expedient and efficient manner.
- Assist patients in conveying their concerns regarding their health to their provider, nurse or other staff member who will meet their need for services such as prescription refills, questions regarding their diagnostic tests or medications or treatments.
- Handle complaints appropriately as instructed and troubleshoot problems to resolution as far as possible before seeking assistance.
- Always maintain the highest level of customer service with a calm and pleasant demeanor to callers, colleagues and other staff.
- Book appointments in the Electronic Practice Management System as requested by the patients for the services provided by the La Cl�nica clinics in Contra Costa.
- Facilitate patient registration by providing general information to the patient and forward the inquiry to the Registration and Billing staff as appropriate.
- Comply with HIPAA and other regulations as required.
- Document call information in the patient's Electronic Health Record (EHR) according to standard operating procedures of the clinics in a timely manner.
- Actively participate and demonstrate efforts in meeting goals and targets set for the department.
- Work in an open office, in a fast-paced, energetic, interaction-filled close environment that is target driven and has daily expectations for results.
- Follow all protocols, procedures and policies of the Call Center in discharging functions and comply with posted schedules.
- Daily strive to meet the set goals and targets and be fully engaged in the team’s efforts to provide the highest level of patient experience.
- Perform all other duties as assigned by the Manager or supervisor.
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What This Job Offers
Career Level
Entry Level
Education Level
High school or GED
