Bilingual Call Center Representative (English-Arabic)

Description

Job Summary 

The Call Center Representative ensures a positive and effective experience for every patient/client contacting a DAP Health Call Center. This role requires strong communication skills, problem-solving abilities, and efficiency in a fast-paced environment. The representative is expected to meet key performance measures related to abandoned call rate, wait time, call handling time, and high-quality customer service. Patience, empathy, and attentiveness to callers’ needs are essential. 

Supervisory Responsibilities: None 

Essential Duties/Responsibilities 

• Maintain patient confidentiality in accordance with the Health Insurance Portability and Accountability Act (HIPAA) and other applicable laws/regulations 
• Schedule patient appointments according to DAP Health’s provider templates and protocols 
• Complete mini and full patient registration to meet Uniform Data System (UDS) standards 
• Verify patient demographics when accessing patient records and scheduling, changing, or canceling appointments 
• Understand DAP Health’s patient health insurance policy and verify eligibility via the Electronic Health Record (EHR) system 
• Effectively explain DAP Health’s services to patients, clients, customers, and appropriate agencies 
• Gather accurate patient information and efficiently relay it to patients, and appropriate agencies 
• Assist patients with information regarding Federally Qualified Health Center (FQHC) Sliding Fee Scale and other programs; schedule patients with the appropriate departments for program enrollment as needed 
• Monitor and respond to website inquiries requesting new patient information 
• Monitor provider schedules to identify missed opportunities to ensure provider schedules are maximized  
• Act as a patient liaison with other departments 
• Monitor and respond to department voicemails, patient portal messages, and afterhours messages 
• Seek and support changes in department workflows, suggest improvement, and participate in Call Center huddles and team meetings 
• Schedule different types of types of appointments for patients, depending on their needs  
• Differentiate between clinical and non-clinical telephone calls and direct clinical calls to a nurse or on-call provider as needed 
• Answer all incoming calls within 3 rings in a courteous and professional manner, adhering to the DAP Health telephone script 
• Provide all customers with consistent quality service 
• Work in a DAP Health Clinic as needed 
• Support quality initiatives, complete recalls, and patient calls as needed 
• Perform other duties, as assigned 

Qualifications

Required Skills/Abilities 

• Bilingual in English/Arabic (colloquial in Farsi preferred) using colloquial language 
• Ability to maintain recognized medical industry standards of high quality, client-centered services that are HIPAA compliant 
• Proficiency in MS Office and quickly adapt to intricate computer applications 
• Expertise in database input and information retrieval 
• Excellent and effective communication skills, both written and oral 
• Excellent customer service skills 
• Experience working with marginalized communities preferred 

Education and Experience 

• Two years of customer service experience using telephone, email, and other communication mediums 
• Preferred: Experience in medical front office operations, including registration process, use of medical terminology, and medical insurance 
• Preferred: Previous experience working with an EHR System 

Working Conditions/Physical Requirements 

• Ability to lift 24 pounds 
• Operates in an office setting at times and requires frequent times of sitting, standing, repetitive motion and frequent phone calls/conversations 
• Employees do not perform or help in emergency medical care or first aid 

Salary : $21