Patient Service Rep-Call Center I

Family Health Centers of San Diego•San Diego, CA

16h•Onsite

About The Position

For more than 55 years, Family Health Centers of San Diego’s (FHCSD) mission has been to provide caring, affordable, high-quality health care and supportive services to everyone, with a special commitment to uninsured, low-income and medically underserved persons. FHCSD is one of the top 10 largest federally qualified health centers (FQHCs) in the country. We operate more than 90 sites across San Diego County, including 29 primary care clinics, 23 behavioral health facilities, 10 physical rehabilitation clinics, nine dental clinics, five vision clinics, four outpatient substance use treatment programs, three mobile medical units, two mobile counseling centers, two urgent care centers, and a pharmacy. Our staff provides care to over 227,000 patients each year, of whom 91% are low-income and 29% are uninsured. FHCSD provides care to all. Services include, but are not limited to adult care, chronic disease management, pediatrics, comprehensive women’s care including obstetrics, dental, vision, case management, physical rehabilitation, speech therapy for children, vaccinations, infectious diseases, behavioral health, substance use counseling and a host of specialty services including cardiology, podiatry, endocrinology, dermatology, among others. FHCSD also offers supportive services to those who are unsheltered and in need of intensive case management. The breadth of our clinic locations, services and programs has grown over the last five decades, making us the largest community clinic provider of health care to the uninsured in the county and one of the top 10 largest community clinic organizations in the nation. We are also the largest health care safety-net provider, largest school-based health care provider and the largest mental health provider in the San Diego region. Under the direction of the Manager of Call Center, the Patient Service Rep-Call Center is responsible for performing customer service functions, from responding to a high volume of inbound calls, scheduling appointments, pre-registering , handling issues/ complaints, responding to questions, or directing patients to the appropriate area. This role may also assists the Manager of Call Center with training new staff and mentoring peers.

Requirements

At least 2 years customer service experience required OR Medical Assistant Certification/Medical Terminology course required.
Bilingual English/Spanish required.
Intermediate computer literacy (i.e., use system to manage and schedule appointments, access electronic medical record information).
Intermediate written and verbal communication skills.

Nice To Haves

At least 1 year of experience in a call center preferred.
High School diploma or GED equivalent preferred.
Medical Assistant Certification or Medical Terminology course preferred.
Knowledge of medical terminology and front office procedures preferred.

Responsibilities

Answers telephone and assists patients by providing information or directing them to the appropriate area, in a pleasant and professional manner.
Assists patients in scheduling, rescheduling, or canceling appointments and documenting the reason for the visit.
Enters patient data into computer system accurately and schedules appointments correctly by following the provided appointment guidelines.
Performs other duties as assigned.
Reports any unusual circumstances or phone call issues to the Manager of Call Center while following procedures outlined in training guides, memos, and other FHCSD documents.
Responsible for attending and putting into practice all staff training activities related to appointment scheduling.