Patient Service Representative II, Call Center

Family Health Centers of San Diego•San Diego, CA

5d•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. Family Health Centers of San Diego is looking for a Patient Service Representative II, Call Center who will function in an independent fashion with minimal direction or supervision, responsible for answering and responding to inbound telephone calls received in the Call Center. Schedule patient appointments, pre-register patients, and handle various issues and/or complaints. Respond to wide array of questions, and direct calls to the appropriate area across FHCSD.

Requirements

High school diploma or GED equivalent required.
Minimum 1 year of experience working in a Call Center environment.
Possess clear speaking voice and diction.
Knowledge of medical terminology and/or medical front office procedures required.
Bilingual in Spanish/English required.
Ability to communicate effectively with callers who speak English as a second language.

Nice To Haves

Demonstrated commitment to community medicine and providing culturally competent care to the medically underserved.

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.
Appropriately manage unusual circumstances and issues that may arise, and consult with supervision in resolving more complex issues.
May assist in training staff on Call Center protocols, policies, and procedures.
May provide input on process improvement protocols to ensure Call Center functions at the highest level in providing outstanding customer service.
Perform other duties as assigned.