CALL CENTER REPRESENTATIVE I

Description

SUMMARY OF POSITION:

The Call Center Representative I, will be responsible for assisting the team in answering and routing a high volume of calls a day to appropriate recipients. Additionally, they are responsible for assisting patients in scheduling appointments, screening, referring eligible patients to NEMS’ participating programs, and answering patients’ inquiries.

ESSENTIAL JOB FUNCTIONS:

• Answer and route incoming calls, including the provider line, through Cisco telephone system to appropriate resources while adhering to NEMS’ telephone etiquette standards
• Manage large amounts of inbound and outbound calls in a timely manner
• Follow communication “scripts” when handling different topics
• Identify patients’ needs, clarify information as necessary, research every issue, and provide solutions or alternatives
• Build sustainable relationships and engage customers by taking the extra mile
• Meet personal/team qualitative and quantitative targets
• Schedule appointments for patients for all NEMS clinics and various specialties and departments
• Conduct updates of demographic data for current and new patients
• Verify/update patient insurance and know corresponding clinic insurance acceptance
• Submit PCP change request through EHR
• Inform and refer patients to NEMS services and programs
• Assist in outreach projects
• Enter new customer information into the system
• Follow-up on customer calls when necessary
• Check and execute patient portal messages daily
• Occasional travel to other sites as needed
• Perform other job duties as required by manager/supervisor

Qualifications

QUALIFICATIONS:

• Completion of a high school certificate or equivalent required
• Ability to work in a fast-paced environment, be able to multi-task
• Must have basic computer knowledge i.e. Microsoft Office Suite
• Must be able to work variable hours and Saturdays/Sundays in rotation
• Must be detail oriented
• Prior customer service experience preferred
• Prior experience in a healthcare setting preferred
• Ability to relate to patients in a professional and courteous manner, maintain a positive environment while working with coworkers and/or patients within a diverse culture
• Providing great customer service to ensure that we are living up to NEMS vision and mission statement

LANGUAGE:

• Must be able to fluently speak, read and write English
• Fluency in Chinese (Cantonese and/or Mandarin), or Spanish.
• Fluency in other languages is an asset

STATUS:

• This is an FLSA Non-exempt position.
• This is not an OSHA high-risk position.
• This is a full time position.

NEMS is proud to be an Equal Opportunity Employer welcoming diversity in our workforce. Pursuant to the San Francisco Fair Chance Ordinance, we will consider for employment qualified applicants with arrest and conviction records.

NEMS BENEFITS: Competitive benefits, including free medical, dental and vision insurance for employee, spouse and/or children; and company contribution to 401(k).
 

Salary : $32