Phone Operator

Family Health Care Centers of Greater Los Angeles, Inc.•Bell Gardens, CA

2d•$22 - $22

About The Position

The Phone Operator works in the Reception Department and reports to the Reception Supervisor. The role answers and triages calls, takes messages, schedules appointments, and serves as a liaison between callers and medical support staff. The operator also provides information about clinic services, supports patient scheduling and flow, and delivers responsive customer service while protecting patient confidentiality. The position includes telephone and reception coverage, appointment reminders and rescheduling, patient demographic updates, eligibility verification, and follow-up on online appointment requests. The operator maintains a safe and organized work area, works cooperatively with clinic staff, attends required meetings and trainings, and performs other assigned duties. Work schedules may include evenings, overtime, and weekends as needed.

Requirements

High school diploma or equivalent.
Current CPR certification, kept up to date.
Spanish speaking required; bilingual English/Spanish and familiarity with Hispanic culture are also specified.
At least 1 year of medical terminology, telephone skills, and customer service experience.
Typing speed of at least 25 words per minute.
Access to transportation; a separate qualification specifies access to an automobile, a valid California driver’s license, and state-mandated automobile insurance.
Ability to prioritize workload, manage multiple tasks, work under pressure and tight time-sensitive deadlines, and perform in a busy or hectic environment with heavy telephone duties.
Strong verbal and written communication, interpersonal, problem-solving, analytical, planning, organizational, and critical-thinking skills.
Knowledge of administrative principles and procedures; computer experience.
Ability to communicate and work effectively with people of diverse cultural, educational, social, and economic backgrounds.
Organized, flexible, thorough, dependable, and attentive to detail; able to work professionally and collaboratively in a team-oriented environment.
Motivation and commitment to providing high-quality healthcare for indigent and underserved communities, and willingness to adapt to agency changes, growth, and expansion.
Ability to travel.
Maintain patient confidentiality in accordance with clinic policy and HIPAA guidelines.
Maintain a current annual health screening and display clearly visible identification.
Observe regulations on time-card use and reporting, maintain attendance according to policy, and follow general safety, employee health, and fire procedures.

Nice To Haves

Experience in a medical office setting is preferred.
FQHC experience is highly preferred.
Computer knowledge, including NextGen (E.H.R. and PMS), Microsoft Word, and Excel, is preferred.
Knowledge of My Health LA, PPOs, HMOs, Medicare, Family PACT, CPSP, Medi-Cal, Fee-for-Service, CHDP, Managed Care Plans, and Every Woman Counts is preferred.
Ability to speak Spanish is listed as preferred in addition to the separate Spanish-speaking requirement.

Responsibilities

Answer and route multi-line telephone calls courteously and promptly, identifying the department and themselves, answering by the third ring, and allowing callers to respond before placing them on hold.
Sort messages, retrieve saved messages from the answering service in Solution Reach, and notify staff of calls by direct extension or intercom page as directed.
Provide accurate information about clinic services, insurance and programs, and offer Dental, Optometry, and/or Behavioral Services.
Make reminder calls for next-day appointments and contact new patients who miss appointments to reschedule.
Cover the Reception Desk as needed and update or modify patient demographic information according to front office policies.
Verify Medical/MHLA eligibility for new or current patients as needed and check the Patient Portal for online appointment requests, calling patients to schedule.
Work with operations managers to manage patient scheduling and flow and address bottlenecks and scheduling issues.
Respond promptly to patient and provider staff needs and inquiries, ensure excellent customer service, and handle patient grievances according to clinic policy.
Maintain patient and employee privacy and confidentiality, including HIPAA compliance for patient data and E.H.R./Practice Management System records.
Maintain a neat, clean, and safe work area and follow applicable safety, employee health, fire, attendance, and time-card policies.
Work cooperatively with colleagues, promote teamwork across the Front Office and other departments, and seek additional duties that support continuity of operations.
Complete assignments by the end of the scheduled shift and communicate work-related problems to the Department Supervisor and Lead.
Identify and implement measures to improve service quality and patient care; assist with developing, updating, and reviewing clinic policies and procedures as needed.
Attend mandatory quarterly staff meetings and trainings, quarterly Corporate Risk Management meetings, and other meetings as scheduled or needed.
Stay informed about relevant legal and regulatory changes, clinic programs and payors, accepted insurance and services, and applicable policies and procedures.
Perform other duties as assigned.

Benefits

Medical coverage through Kaiser, Anthem Blue Cross, Health Net, and United Health Care HMO plans; the employer pays 100% of employee coverage, subject to change during open enrollment.
403(b) plan through Mutual of America with company matching up to 5% of salary.
Dental benefit through MetLife HMO/PPO plans.
11 observed holidays.
2 floating holidays.
Vision benefit through a MetLife plan.
1 birthday holiday.
Life insurance, including Accidental Death & Dismemberment, and long-term disability.
Paid sick leave: 56 hours for full-time employees; 40 hours for part-time and per-diem employees.
Employee Assistance Program.
2 weeks of vacation.
AFLAC benefits.
Competitive pay and a family-oriented work environment.