Call Center Operator - Bilingual

Knowledge, Skills, and Abilities

• Display exemplary customer service skills, written and verbal communication and demonstrate WORLD CLASS cultural awareness and sensitivity in all interactions.
• Ability to consistently project a caring and courteous voice tone.
• Possess excellent telephone and interpersonal skills.
• Knowledge of medical terminology.
• Ability to work and communicate effectively with patients, the clinical care team and the general public.
• Ability to perform job duties in an efficient and timely manner.
• Ability to function with minimal supervision.
• Ability to organize tasks and use time effectively.
• Ability to follow oral and written instructions timely and accurately.
• Ability to keep patient and staff information confidential.
• Ability to function as an effective team member.
• Ability to learn computerized program used in the job.
• Must be able to sit, stand, bend, lift and move intermittently during the work day.
• Answers multi-line phones, screens calls for requested next available appointments, both return and new patients.
• Ability to take messages and refill request and send to the correct provider or his/her nurse.

Qualifications/Education Requirements

Must be a graduate of an accredited high school or have received a GED certificate.  Must have experience in medical office or related setting.  Must be able to demonstrate a caring, positive attitude toward all people.

Core Competencies

• Performs within the legal and ethical boundaries of the role.
• Provides essential job functions to maintain efficient and effective customer services and clinic processes.
• Participates as a team member to achieve organizational and clinic goals.
• Provide excellence in customer service.
• Schedules return patient appointments by locating patient in patient master listing of the practice management system. Verifies and updates the patient address and phone number.  Determines next available requested appointment and appropriately completes and confirms scheduled appointment.
• Schedules new patient appointment by selecting the patient master listing of the practice management system. Completes all possible sections in both front and back screens of patient information section.  Appropriately selects the next available new patient appointment and completes and confirms the appointment.
• Explains the patient charges system, including sliding fee schedule and requirements as well as patient’s responsibility for their portion of the charges.
• Assure that the patient has been seen within the last 3 to 6 months when sending medication refills request.
• Explain the 48 hour wait for medication refills.
• Advises the patient to bring a current list of their medication needs to their appointment and to arrive at least thirty minutes early for new patients and fifteen minutes early for returning patients to complete required registration information.
• Upholds, complies with, and enforces the Core Principles and Code of Conduct.