Patient Service Representative, Call Center

Family Health Centers of San Diego • San Diego, CA

1d

About The Position

Under the direction of the Manager of Call Center, the Patient Service Representative—Call Center performs customer service functions, including responding to a high volume of inbound calls, scheduling appointments, preregistering patients, handling issues and complaints, answering questions, and directing patients to the appropriate area. The role may also assist the Manager of Call Center with training new staff and mentoring peers.

Requirements

• At least 2 years of customer service experience, or Medical Assistant Certification or a Medical Terminology course.
• Bilingual English/Spanish.
• Ability to multitask, be flexible, maintain accuracy, and adapt to changing priorities in a fast-paced, high-workload environment.
• Intermediate computer literacy, including using systems to manage and schedule appointments and access electronic medical record information.
• Intermediate written and verbal communication skills.

Nice To Haves

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

Responsibilities

• Answer telephone calls and assist patients by providing information or directing them to the appropriate area in a pleasant and professional manner.
• Schedule, reschedule, and cancel appointments, and document the reason for each visit.
• Accurately enter patient data into the computer system and schedule appointments according to provided guidelines.
• Report unusual circumstances or phone call issues to the Manager of Call Center, following procedures in training guides, memos, and other FHCSD documents.
• Attend staff training activities related to appointment scheduling and put the training into practice.
• Perform other duties as assigned.
• May assist the Manager of Call Center with training new staff and mentoring peers.

What This Job Offers

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