Patient Services Representative, Call Center

Family Health Centers of San Diego•San Diego, CA

1d•Onsite

About The Position

Family Health Centers of San Diego (FHCSD) is seeking a Patient Services Representative for their Call Center. This role is responsible for completing assigned referrals, making appointments directly into CMIS, scheduling translation services, and making reminder calls. The position requires providing excellent patient-centered communication and education regarding referral processes. FHCSD has a long-standing mission 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. As one of the top 10 largest federally qualified health centers (FQHCs) in the country, FHCSD operates over 90 sites across San Diego County, serving over 227,000 patients annually.

Requirements

High school diploma or GED equivalent required.
2 years customer service experience required.
Possess clear speaking voice and diction.
Demonstrated ability to multi-task, be flexible, ensure accuracy, and meet changing priorities in a fast-paced, high workload environment.
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.).
Must have a valid California driver’s license, an automobile, and proof of minimum levels of car insurance as required under California law, although limits of $100,000 are recommended.
An acceptable driving record is also required.

Nice To Haves

Minimum 6 months experience working in a Call Center preferred.
Knowledge of medical terminology and/or medical front office procedures 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.
Perform other duties as assigned.