Call Center, Patient Services Representative Mental Health Services

Family Health Centers of San Diego•San Diego, CA

23h•Onsite

About The Position

The Patient Services Representative for Mental Health Services at Family Health Centers of San Diego (FHCSD) is responsible for providing caring, affordable, high-quality health care and supportive services. FHCSD is one of the top 10 largest federally qualified health centers in the country, operating over 90 sites across San Diego County and serving more than 227,000 patients annually, with a special commitment to uninsured, low-income, and medically underserved persons. This role involves managing inbound telephone calls, scheduling, rescheduling, or canceling appointments, completing pre-registration items, accurately documenting outcomes, inputting call-related information into the computer system, reviewing Behavioral Health referrals, and verifying insurance eligibility for patients needing Behavioral Health services.

Requirements

High school diploma or GED equivalent required
Traveling between sites and other locations is occasionally required
Must have a valid California driver’s license
Must have an automobile
Proof of minimum levels of car insurance as required under California law (limits of $100,000 are recommended)
An acceptable driving record is also required
2 years customer service experience required
Possess clear speaking voice and diction
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

Minimum 6 months experience working in a Call Center preferred
Knowledge of medical terminology and/or medical front office procedures 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

Responsibilities

Answer inbound telephone calls in assisting patients needing Behavioral Health services
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
Accurately review Behavioral Health referrals for patients and schedule their appointments appropriately
Verify insurance plans to determine patients' eligibility for services
Seek assistance and direction on unusual circumstances and issues that may arise
Perform other duties as assigned