Patient Service Representative- Call Center

Family Health Centers of San Diego, Inc.•San Diego, CA

50d•$23 - $27

About The Position

Family Health Centers of San Diego (FHCSD) is passionate about providing exceptional health care to all, especially underserved communities with limited health care options. Founded by a Latina grandmother/community advocate over 50 years ago in Barrio Logan, FHCSD has grown into one of the largest community health systems in the country. With over 90 sites, over 227,000 patients, and over 1.1 million healthcare visits last year, we provide a wide variety of health care and outreach services to a very diverse patient population. We are proud of our mission, our lasting community impact, and the cultural and individual diversity of our staff. Family Health Centers of San Diego (FHCSD) is looking for a Patient Service Rep. 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

High school diploma or GED equivalent required.
2 years of customer service experience required.
A minimum of 6 months of experience working in a call center is preferred.
Possess a clear speaking voice and diction.
Knowledge of medical terminology and/or medical front office procedures is preferred.
Demonstrated ability to multi-task, be flexible, ensure accuracy, and meet changing priorities in a fast-paced, high-workload environment.
Ability to work with a diverse group of people possessing different cultures, life experiences, and socioeconomic backgrounds.
Bilingual in Spanish/English required.
Ability to communicate effectively with callers who speak English as a second language.
Intermediate written and verbal communication skills.
Intermediate computer literacy (i.e., use computer system to manage and schedule appointments, access electronic medical record information, etc.)

Nice To Haves

A minimum of 6 months of experience working in a call center is preferred.
Knowledge of medical terminology and/or medical front office procedures is preferred.

Responsibilities

Answer inbound telephone calls in assisting patients needing information.
Manage each call in a pleasant, professional, and helpful manner.
Direct callers to the appropriate area in a timely fashion.
Provide information requested and ensure caller has all the information necessary.
Assist patients with scheduling appointments, rescheduling or canceling appointments, and completion of pre-registration items as necessary following patient appointment scheduling guidelines. Accurately document outcomes.
Input all related information on calls received into the computer system accurately and timely.
Seek assistance and direction on unusual circumstances and issues that may arise.
Engaging in text-based conversations, typically with patients, to provide support, answer inquiries, and scheduling.
Perform other duties as assigned.