Call Center Representative II

Qualifications

Medical terminology required; Working knowledge of computerized registration; If multilingual, must demonstrate proficient oral and written skills in English and second language, and ability to effectively communicate and interface between patients and medical personnel.

Work Experience

Mandatory: Minimum two (2) years experience in medical office or health care setting; Experience in appointment scheduling and computerized registration.

Preferred: Two (2) years of college course work; Experience in telephone triage; Knowledge of Medicare, Medi-cal, CHDP, BCEDP, and OFP programs

Education

High school graduate or equivalent required.

Skills

Speaking; Active Listening; Reading Comprehension; Time Management; Writing; Critical Thinking; Social Perceptiveness; Typing 45 wpm or more

Examples of Duties

• Answers, transfers, and manages incoming telephone calls. Assesses needs of each caller to determine appropriate handling or referral of call.
• Verify customer information for correctness, checking it against previously obtained information as necessary.
• Update customers' name, address, and billing information as needed.
• Schedule patient appointments using computerized scheduling system.
• Takes electronic messages for clinic staff and providers, obtaining accurate and sufficient information to facilitate efficient and timely communications.
• Utilizes telephone voice mail appropriately.
• Receive and forward customer complaints.
• Provide information about establishment, such as location of departments or offices, employees within the organization, or services provided.
• Review Medi-cal to verify status as active.
• Consult with patients regarding relevant social programs and assist with documentation for programs and sliding fee.

Additional Responsibilities

• Maintains a professional, neat, and well-organized work area.
• Ability to work with patients and families in multi cultural environment.
• Provides information in a manner that is ethnically, culturally, and financially sensitive and age appropriate.
• If multilingual, provides language translation for non-English speaking patients in accordance with demonstrated language.
• Ability to adapt to change based on the needs of the provider and organization.
• Organizational skills sufficient to accurately maintain knowledge of current requirements.
• Stress management sufficient to maintain a professional demeanor while dealing with upset customers.
• Audit Appointments made by Call Center
• Update Calendar as Needed
• 3rd Next Available Report Monthly
• CC Update Daily – Verbal/Written/Chat
• Review and assist WellApp as needed
• Update Staff Roster Daily
• Monitor scheduling reports
• Receive and review customer complaints
• Follow Up with patients that leave messages on feedback line
• Template/Schedule Review
• Escalated Calls – Patient & Provider
• Update Provider Profiles
• Keep current with directives from clinic managers and relay to CC team
• Audit calls for accuracy and training purposes
• Provide Feedback to representatives when training updates are required

Travel Requirements

Occasionally may travel to other sites to attend meetings, training, or to cover other shifts.

Tools & Technology

Tools: Calculators or accessories; Photocopiers; Scanners; Faxing equipment; Computers and Keyboards; Telephones

Technology: Data software - NextGen; Microsoft Office programs; Electronic Mail – Microsoft Outlook

Knowledge

Clerical, Customer and Personal Service, English Language; Medical Terminology (helpful)

Abilities

Oral Comprehension; Oral Expression; Written Comprehension; Written Expression; Problem Sensitivity; Deductive Reasoning; Inductive Reasoning; Near Vision; Speech Clarity; Selective Attention; Speech Recognition; Filing with low error rate.

Work Activities

Communicating with Supervisors, Peers, or Subordinates; Interacting with Computers; Processing Information; Resolving Conflicts and Negotiating with Others; Updating and Using Relevant Knowledge; Getting Information; Organizing, Planning, and Prioritizing Work; Communicating with Persons Outside Organization; Establishing and Maintaining Interpersonal Relationships; Documenting/Recording Information

Work Styles

Integrity; Dependability; Attention to Detail; Social Orientation; Cooperation; Independence; Initiative; Self Control; Adaptability/Flexibility; Concern for Others; Stress Tolerance

Work Context

Physical Demands: The physical demands and work environment described here are representative of those that must be met by an employee to successfully perform the essential function of the job, with or without accommodation. Prospective employees must complete a pre-employment medical exam (Occupational Group IV) which will measure the ability to:

• See well enough to read fine print and view a computer screen; speak and hear well enough to understand, respond, and communicate clearly in person and on the telephone; independent body mobility sufficient to stand, sit, walk, lift or move, stoop, and bend to access the work environment and a standard office environment; manual dexterity and sufficient use of hands, arms and shoulders to repetitively operate a keyboard and to write; and the ability to sit or walk for prolonged periods of time.
• Occasionally may be required to lift/move or assist in lifting/moving up to 50lbs.
• Reasonable accommodation may be made for some of these physical demands for otherwise qualified individuals who require and request such accommodation.

Work Environment: Generally, a typical office environment.