What are the responsibilities and job description for the CALL CENTER REPRESENTATIVE position at OPSAM Health?

JOB TITLE : Call Center Representative

REPORTS TO : Call Center Supervisor

STATUS : Full-Time (6-month Contract)

LOCATION / S : Admin, 1428 Highland Avenue, National City CA 91950

THE ORGANIZATION

Operation Samahan (OpSam Health) is a Federally Qualified Health Center (FQHC) that serves the San Diego County community. Founded in 1973 in a barber shop in Downtown San Diego by Filipino health professionals offering services to immigrants who did not have the finances, linguistic skills, or ability to navigate the health care system. Today, Operation Samahan has evolved into a diverse community health center with services available in National City, Mira Mesa, City Heights, and Rancho Penasquitos. We provide primary care, dental, behavioral health, family planning, integrative health and wellness, healthy eating, civic engagement, and other health related services to the uninsured, underinsured, and underserved families of all income levels regardless of their ability to pay.

JOB PURPOSE :

The Call Center Representative is responsible for making outbound calls to assigned lists of patients to facilitate patient engagement and service utilization. The representative will provide information, assist patients in selecting primary care providers, and ensure the accuracy of patient records. The role also includes educating patients on the services available through the clinic and guiding them on eligibility and registration. Additionally, the representative assists with special projects as needed or when workload permits.

ESSENTIAL DUTIES AND RESPONSIBILITIES :

Make outbound calls to Health Plan assigned Medi-Cal patients to Opsam Health that have not yet established primary care and schedule their appointments.
Make outbound calls to list of established patients that have lost to follow-up
Make outbound calls to patients as assigned
Perform patient registration and appointment scheduling
Engage patients by providing detailed information about clinic services and guiding them through the registration process.
Confirm and update patient information in the electronic health records system (ECW) to ensure accuracy.
Determine the patient's insurance status and assist with documentation for billing purposes.
Explain payment options, including the sliding fee scale, and arrange for payments as needed.
Recognize and respond to patients' needs for immediate or urgent care services.
Assist patients in navigating the healthcare system and understanding their benefits and eligibility.
Accurately enter data related to program eligibility, registration, and service documentation.
Assist with special projects as assigned, when workload permits, to support overall clinic operations.

QUALIFICATIONS :

Familiarity with Medi-Cal, contracted insurance plans, and third-party payer requirements preferred.

Proficient in Windows and Microsoft applications, including Word, Excel, PowerPoint, and Outlook.

Strong organizational skills and the ability to prioritize tasks effectively.

Excellent verbal and written communication skills, with a focus on customer service and patient interaction.

Ability to build and maintain positive interpersonal relationships with diverse groups of people.

Flexibility to handle multiple tasks efficiently and maintain composure under pressure.

Demonstrated ability to follow instructions and exercise sound judgment.

Strong analytical skills and attention to detail.

Bilingual (English / Spanish or English / Tagalog) preferred.

EDUCATION AND EXPERIENCE :

High school diploma or GED required.

At least one year of experience in a customer service role, preferably within a healthcare setting.

Experience working in a community health center is preferred.

PHYSICAL DEMANDS :

Frequent use of a computer, telephone, fax, and copier.

Ability to sit or stand for long periods, bend, climb, and lift up to 25 lbs.

SALARY RANGE :

21.00 - $24.00 per hour

Salary : $21 - $24

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