Communication Bilingual Center Trainer

What we offer: 

• Comprehensive Benefits: 
  • Medical
  • Dental
  • Vision
  • FSA/HSA
  • Life and Disability
  • Accident/Hospital Plans
  • Retirement with Employer Contributions
• Vacation, sick, and extended illness time off options
• Dedication to Justice, Equity, Diversity, Inclusion, and integrated healthcare
• Open communication with leadership and mission-focused engagement
• Training and growth opportunities with a supportive team invested in your success

Compensation:  Approximately $20.83 - $24.15 per hour per hour. All individual pay rates are calculated based on the candidate's experience and internal equity. 

Overview of Role:   

*Bilingual in English and Spanish required.*

Be a Communication Center (CC) expert in processes, workflows, and partnerships to assist Communication Specialists (CS) in problem solving and troubleshooting issues as they arise. Additionally, this position will develop new, and enhance current, training modules to ensure effective and efficient training for all new CS's. This position is responsible for training all new CS's and providing refresher training to existing CS's as needed. The CC Trainer will routinely take calls during peak hours and so must interact by phone or email with patients, clinic staff, and outside parties to make appointments, collect information and route calls and emails accurately.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

Trainer Responsibilities:

• Develop and implement recommendations to streamline and enhance training program. 
• Assist in updating training process, QTS, handbook, etc.
• Orientation, education, and training of new CS.
• Prepare and provide continued training of CS team members.

Incoming Calls and Emails:

• Takes calls during peak hours as needed.
• Answers inquiries by clarifying desired information; researching, locating, and providing information to the caller.
• Provide callers with information regarding Clinica services.
• Verify and update patient demographics with each patient related call.
• Screen callers to determine needs and route calls to the appropriate resource.
• Transfer nursing and administrative calls to the clinics and administrative sites according to protocol.
• Take and forward messages to the appropriate resource using NextGen tasking.

Scheduling:

• Understand and follow the Clinica Advanced Access scheduling guidelines.
• Schedule, cancel, confirm or reschedule appointments according to the scheduling protocol.

Customer Service:

• Provide exceptional customer service to all callers and Clinica staff.
• Maintain cultural sensitivity when dealing with customers and coworkers.
• Resolve caller problems by clarifying issues; researching and exploring answers and alternative solutions; implementing solutions; escalating unresolved problems.

POSITION QUALIFICATIONS:

Education and Experience:

1. High School diploma or GED preferred.
2. One year phone service preferred.
3. One-year medical facility preferred.

Knowledge, Skills and Abilities:

1. Customer service oriented with excellent hospitality and organizational skills.
2. Ability to multi-task while attention to detail is maintained.
3. Good telephone etiquette and excellent keyboard skills.
4. The ability to maintain the trust of the customers as well as customer confidentiality.
5. Sensitivity to low income, ethnic minority community.
6. Basic computer skills, including but not limited to email, Microsoft Word, Microsoft Excel.
7. Ability to work in a high paced environment and under pressure.
8. Excellent problem-solving skills.
9. Strong communication skills – able to effectively communicate, both written and orally, with Clinica staff and patients.
10. Thorough understanding of Communications Center guidelines, protocols and rules for scheduling and managing patients.
11. Excellent interpersonal skills enabling the person to be able to react effectively and calmly in high stress situations and within strict guidelines.
12. Proven leadership and coaching skills - takes an active role in problem solving, improving efficiencies and resolving conflict.
13. Great role model – is team focused, has excellent attendance, does not participate in gossip or negativity, and has a great attitude.
14. Phone system management knowledge.
15. Knowledge of electronic patient systems including billing systems preferred.

Clinica Family Health is an Equal Opportunity Employer. We prohibit unlawful discrimination against applicants or employees on the basis of age 40 and over, race, color, religion, national origin, sex, disability, sexual orientation, gender identity, or any other applicable status protected by federal, state, or local laws.

Salary : $21 - $24