What are the responsibilities and job description for the Contact Center Specialist position at APLA Health?
Job Details
Job Location
Baldwin Hills - Offices - Los Angeles, CA
Position Type
Full Time
Education Level
High School
Salary Range
25.00 - $27.28 Hourly
Travel Percentage
None
Job Shift
Day : 8am-5pm / some later evenings & week
Job Category
Customer Service
Description
POSITION SUMMARY :
Under the direction of the Contact Center Manager, the Call Center Specialist is responsible for handling inbound and outbound calls to and from patients and scheduling medical appointments.
ESSENTIAL DUTIES AND RESPONSIBILITIES :
- Handle inbound and outbound patient calls and provide accurate, satisfactory answers to their queries and concerns.
- Assist patients with understanding the limitations of certain services and assist them in finding a solution to their concerns.
- Handle all scheduling calls and transfer other calls / patient inquires as appropriate.
- Schedule patient appointments according to clinic scheduling protocols.
- Register patients in eClinicalWorks according to clinic protocols.
- Verifies patients' insurance coverage and if patient is out of network, unassigned to APLA Health, or uninsured, refers patient to enrollment team.
- Protects patients' rights by maintaining strictest confidentiality of personal and financial information; adhering to all HIPAA guidelines / regulations.
- Maintains patient accounts in eClinicalWorks by obtaining, recording, and updating personal and financial information.
- Exhibit cultural competency with the LGBTQ population, underrepresented and underserved communities, and populations living with / at high risk of contracting HIV.
- Work with the referral coordinator and / or referring agencies to coordinate patient appointments.
- Work with the patient engagement and retention specialist to coordinate ED / ER follow up patient appointments.
- Coordinate auxiliary services to assist patients with barriers to access to healthcare (e.g. interpreter services, transportation).
- Ensure privacy protocols and regulations (e.g. HIPAA) are followed in order to keep patient protected health information safe and secure.
- Coordinate with other call center agents to improve customer service.
- On occasion, based on business necessity, staff may be required to work a non-standard schedule.
OTHER DUTIES MAY BE ASSIGNED TO MEET BUSINESS NEEDS.
Qualifications
REQUIREMENTS :
Training and Experience :
Knowledge of :
Ability to :
WORKING CONDITIONS / PHYSICAL REQUIREMENTS :
This is primarily an office position that requires only occasional bending, reaching, stooping, lifting and moving of office materials weighing 25 pounds or less. The position requires daily use of a personal computer and requires entering, viewing, and revising text and graphics on the computer terminal and on paper.
SPECIAL REQUIREMENTS :
Must possess a valid California driver's license; proof of auto liability insurance; and have the use of a personal vehicle for work related purposes.Covid Vaccination and booster required or medical / religious exemption.
Equal Opportunity Employer : minority / female / disability / transgender / veteran. Learn More
Salary : $25 - $27
