Clinic Call Center Associate

Title: Clinic Call Center Associate
Reports to: Call Center Lead
Status: Non-Exempt / Hourly / Full-Time / In-person
Location: Antioch, CA
Pay: $21/hr

Our Mission and Vision

The Brighter Beginnings mission is to “support healthy births and successful development of children by partnering with parents and helping to build strong communities”. The Brighter Beginnings community gains its strength and aspiration from our core belief and vision that, “every family matters, and every child deserves a happy, healthy future.”

Our History

Brighter Beginnings is a 501c3 nonprofit organization, and has been responding to the needs of families in resource poor neighborhoods since 1984 when our work began in response to the alarming differences in mortality and illness rates among African American babies compared to other children.

Brighter Beginnings has grown into a respected and well-connected organization with 5 locations in Oakland, Richmond, Bay Point, and Antioch. We have a multi-cultural, bi-lingual staff of passionate and committed family service professionals; in fact, many of our staff came to this work because of challenges they faced in their own families.

About the Position

The Call Center Associate is responsible for ensuring a positive and effective experience for every patient that has telephone contact with Brighter Beginnings. They answer calls in a timely manner and identify and address patients’ needs. This requires exceptional critical thinking, customer service, organizational, and time management skills. Duties include, but are not limited to, receiving incoming calls, answering patients’ questions, sending patients’ messages to their medical providers, and all aspects of appointment scheduling. The Call Center Associate is expected to meet specific performance targets related to caller wait times, call handling time, high quality customer service, and quality of telephone encounters created.

Qualifications

• High School Diploma or GED
• Experience and/or interest in health care
• Bilingual in Spanish/English required
• Excellent patient/customer service, communication, and follow-through skills.

Skills & Knowledge:

• Excellent verbal and written communication skills.
• Ability to work independently and to use good judgment.
• Ability to work effectively and harmoniously with co-workers.
• Knowledge of standard clinical healthcare practice policies and procedures. Preferred but not required.
• Experience working on computers and Knowledge of Google software products. Preferred but not required.
• Ability to work with EHR systems. Preferred but not required.
• Knowledge of health insurance plans. Preferred but not required.
• Knowledge of healthcare terminology, procedures, and practice. Preferred but not required.
• Knowledge of HIPAA regulations. Preferred but not required.

Responsibilities

• Schedules patient appointments appropriately according to scheduling and payor protocols
• Gathers information and relates that information efficiently and effectively to appropriate departments
• Monitors provider schedules to identify errors or opportunities for improved schedule efficiencies
• Acts as a patient liaison with other departments
• Attends to requests and actions from other departments in a timely and professional way
• Monitors and responds to department voicemail, patient portal messages, and after-hours messages
• Stays up to date on organizational changes as it relates to core responsibilities
• Seeks and supports changes in department workflow processes, suggests improvements, and participates in organized efforts to improve service levels
• Provides service in support of Patient Centered Medical Home model of care (Team-Based Care)
• Uses EHR system efficiently and effectively
• Maintains patient confidentiality as required by HIPAA in all daily work

Benefits

We are proud to offer competitive wages and benefits to our employees. Please feel free to inquire during the interview process. As a summary, we offer:

• 100% employer-paid health, dental, vision, life and disability insurance!
• Competitive wages and friendly environment
• Two weeks of vacation (increase after 1 year of employment)
• 13 paid holidays
• Sick leave accrual
• Optional employee-paid dependent health coverage
• 403b retirement account with matching
• Flexible Spending Account (FSA)
• Employee Assistant Program (EAP)

Brighter Beginnings is an Equal Opportunity Employer committed to diversity and inclusion. At Brighter Beginnings, employment decisions are made regardless of sex, gender identity or expression, sexual orientation, race, ethnic origin, color, creed, religion, national origin, citizenship, age, marital status, physical or mental disability, genetic information or ancestry, protected Veteran or military status, or other characteristics protected by law.

If you require alternative methods of application or screening, you must approach the employer directly.

All applicants that are offered a conditional offer of employment will need to complete a background check. For positions with client/patient contact, you must have a TB clearance and a physical assessment by a physician of your ability to complete job duties. Additional requirements are an immunization records (including MMR, Hep B, Varicella, TDAP, Covid-19). All positions require applicants to have a valid California driver’s license, be listed under car insurance as a driver, and a clean driving record (as defined by our insurance carrier).

Salary : $21