Call Center Operator

Wilmington Community Clinic; Northern (KY); Hybrid; USD 25,000 - 33,000; Full time

Benefits offered by this job

Medical insurance

Dental insurance

Vision insurance

Vacation days (10)

Holidays (12)

Sick leave

Life insurance

Retirement plan with match

Employee assistance program

Free parking

Job summary

Wilmington Community Clinic in Wilmington, KY is seeking a Call Center Representative to handle patient calls, schedule and reschedule appointments, verify insurance and route inquiries to the appropriate staff.

Fluency in English and Spanish is required to serve our diverse patient base. You will maintain patient records, collect copays electronically, support Patient Portal enrollment and telehealth education, while upholding HIPAA privacy and confidentiality.

Qualifications

• High School Diploma or equivalent.
• 1 year of experience in a receptionist or similar role with customer service experience.
• Prior work experience in Community Clinic or Doctor’s office preferred.

Responsibilities

• Answer calls within prescribed time and maintain professional, effective and polite communication.
• Route calls and take complete messages.
• Confirm patient eligibility for medical insurance coverage.
• Make appointments for patients on the phone and confirm future appointments.
• Help to ensure provider schedules are at capacity and rearrange patient visits when appropriate.
• Assist in rescheduling patients.
• Coordinates patient transportation.
• Collects copayments and donations electronically.
• Help enroll patients into Patient Portal and support telehealth visit education when necessary.
• Enters data in the computer system to update patients’ information.
• Assist the clinician in following up with broken appointments, abnormal test results or routing follow-up care by contacting patients via telephone and documenting the information in the medical records and appropriate logs.
• Maintains confidentiality of patient information and medical records according to HIPPA guidelines or according to WCC patient confidentiality policies.
• Attends meetings and completes other duties as described.

Skills

Bilingual English/Spanish

Organized

Communication skills

Customer service

Multitasking

HIPAA knowledge

Education

High School Diploma or equivalent

1 year of receptionist/customer service experience

Tools

Microsoft Office

Telephone protocol

Job description

Description

Join Wilmington Community Clinic!

Have you ever wanted to be a part of something bigger? Have you ever wanted to make a difference? At Wilmington Community Clinic, here you can. WCC provides quality, non-discriminatory primary care, mental health, dental and women’s health services to improve the health and well-being of all served – regardless of their ability to pay. We have served patients in and around Wilmington and Los Angeles for over 40 years. Our multi-generational impact makes us proud of the services we provide and we put patient care front and center - it's The Wilmington Way!

Position Summary

The Call Center Representative is responsible for answering phone calls, making and rescheduling appointments, answering patient questions and routing phone calls to the appropriate staff. This position requires fluency in both English and Spanish to serve our patients’ needs.

Compensation and Benefits

The compensation for this position is $21.00 per hour. WCC offers competitive salary and benefits including medical, dental, vision, 10 vacation days for first year employees, 12 paid holidays, sick leave, life insurance, retirement plan with match, employee assistance program and free employee parking.

Education and Experience

• High School Diploma or equivalent
• 1 year of experience in a receptionist or similar role with customer service experience
• Prior work experience in Community Clinic or Doctor’s office preferred.

Essential Position Responsibilities

• Answer calls within prescribed time and always maintains professional, effective and polite communication.
• Appropriately route calls, takes complete messages.
• Confirm patient eligibility for medical insurance coverage.
• Make appointments for patients on the phone and confirm future appointments.
• Help to ensure provider schedules are at capacity and rearrange patient visits when appropriate.
• Assist in rescheduling patients.
• Coordinates patient transportation.
• Collects copayments and donations electronically.
• Help enroll patients into Patient Portal and support telehealth visit education when necessary.
• Enters data in the computer system to update patients’ information.
• Assist the clinician in following up with broken appointments, abnormal test results or routing follow-up care by contacting patients via telephone and documenting the information in the medical records and appropriate logs.
• Maintains confidentiality of patient information and medical records according to HIPPA guidelines or according to WCC patient confidentiality policies.
• Attends meetings and completes other duties as described.

Skills

• Bilingual English/Spanish.
• Ability to remain organized while managing multiple details.
• Ability to communicate effectively.
• Excellent customer service skills required.
• Ability to handle multiple tasks while remaining calm and professional.
• Knowledge of HIPAA privacy and confidentiality practices. Knowledge of Microsoft Office and telephone protocol. Duties require professional verbal and written communication skills.
• Must be reliable and on time.