Call Center Representative-PACE (Spanish Speaking/Riverside)

About Us
Community health is about more than just vaccines and checkups. It’s about giving people the resources they need to live their best lives. At Neighborhood, this is our vision. A community where everyone is healthy and happy. We’re with you every step of the way, with the care you need for each of life’s chapters. At Neighborhood, we are Better Together.

Neighborhood Healthcare PACE is a managed medical plan built around surrounding participants with a team of physicians, nurses, social workers, therapists and care coordinators to help them maintain good health and a good quality of life. Our goal is to keep our seniors happy and healthy at home surrounded by their family and community.

As a private, non-profit 501(C) (3) community health organization, we serve over 500k medical, dental, and behavioral health visits from more than 90k people annually. With two PACE centers located in Riverside County, our PACE program is positioned to serve over 650 senior participants.

ROLE OVERVIEW and PURPOSE

As a PACE Call Center Representative at Neighborhood Healthcare, you will play a crucial role in ensuring our participants receive the care and assistance they need. You will serve as the first point of contact for participants, responding to their inquiries, providing information, appointment scheduling and guiding them through the healthcare process. Your exceptional communication skills and empathetic nature will help create a positive experience for our participants and their families.

RESPONSIBILITIES

• Answer incoming phone calls, emails, and contacts as requests come in, and appropriately screen, transfer, resolve and dispose of calls expeditiously while adhering to all process and documentation standards
• Review, process, schedule and authorize orders according to department protocols
• Ensure that appropriate and timely documentation of all updates, encounters, and communication is documented in source systems as outlined by department protocols
• Effectively coordinate the scheduling of participants’ appointments, including trouble-shooting conflicts or urgent needs, communicating with all stakeholders (staff, family, providers, etc.), and meeting appointment turn-around times as outlined in Neighborhood Healthcare’s Appointment Scheduling Protocol
• Provide eligibility status and benefit information for participants as needed
• Address both participant and provider inquiries (Including authorization status and requirements) and if unable to resolve, escalate as appropriate

EDUCATION/EXPERIENCE

• One year of Customer Service experience preferred
• High School Diploma or GED
• Spanish/English bilingual required

ADDITIONAL QUALIFICATIONS (Knowledge, Skills and Abilities)

• Excellent verbal and written communication skills, including superior composition, typing and proofreading skills
• Ability to interpret a variety of instructions in written, oral, diagram, or schedule form
• Knowledgeable about and experience with adult day health center or PACE programs
• Ability to successfully manage multiple tasks simultaneously
• Excellent planning and organizational ability
• Ability to work as part of a team as well as independently
• Ability to work with highly confidential information in a professional and ethical manner

Physical Requirements

• Ability to lift/carry 15 lbs./weight
• Ability to stand for long periods of time

COMPLIANCE (Safety & HIPPA)

•  Follows all safety procedures as outlined in Neighborhood Healthcare’s Illness and Injury Prevention Plan (IIPP) and report any injuries and/or unsafe conditions immediately
•  Maintains current knowledge of policies and procedures as they relate to safe work practices
•  Follows all safety procedures and reports unsafe conditions
•  Uses appropriate body mechanics to ensure an injury free environment
•  Familiarity with location of nearest fire extinguisher and emergency exits
•  Follows all infection control procedures including blood-borne pathogen protocols
•  Maintains privacy of all patients, employees and volunteer information and access such information only on a need-to-know basis for business purposes
•  Complies with all regulations regarding corporate integrity and security obligations
•  Reports all behavior and/or activity that are unethical, fraudulent, or unlawful

Neighborhood Healthcare offers a generous benefit plan that includes:  Partially company paid Medical, Dental, and Vision Plans. Two plus weeks of vacation, Nine Holidays including two Floating Holidays of your choosing, Sick/Personal time, Volunteer Time Off (VTO), 403b Retirement plan (similar to a 401k), optional Health and Wellness events, and much more! 

Pay range: $22.74 - $25.72 per hour, depending on experience and additional qualifications.

Compensation Disclosure:. 

The posted salary range reflects the designated pay grade for this position. While this range represents the broader classification of the role, actual compensation will be based on several factors, including but not limited to: the candidate’s overall knowledge, skills, and experience, market data and industry benchmarks, internal equity within the organization, Budgetary considerations and organizational needs. 

As a result, placement within the range is not guaranteed, and the full pay grade range may not be utilized.

Salary : $23 - $26