Call Center Representative

NEW OP Template (PR & TLM MME / HR Enterprise) - Pay Calc 2.0 in

Anderson (CA)

On-site

USD 46,000 - 68,000

Full time

14 days+

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Benefits offered by this job

Competitive wages

Medical insurance

Dental insurance

Vision insurance

403(b) retirement plan with matching

Long-term disability

Life insurance

AD&D

Supplemental Insurances

Flexible spending account

Paid vacation

Paid sick

Paid holidays

Paid CME time and CME allowance

Employee assistance program

Jury duty pay

Bereavement pay

Prescription discount program

529 college savings plan

Educational reimbursement program

Gym membership discounts

Free telemedicine service

Job summary

Shasta Community Health Center is looking for a Call Center Representative (Administrative) to manage incoming patient calls, assist with scheduling, and route inquiries to clinical teams. Strong data entry, confidentiality, and customer service are essential.

The role requires a high school diploma, 45 WPM typing, and the ability to use EHR systems while maintaining a professional demeanor.

Qualifications

High school diploma or equivalent.
Typing 45 WPM.
Excellent people skills and customer service.
Ability to read, write, understand English and medical terminology.

Responsibilities

Schedule patients accurately reflecting clinician availability and hours.
Monitor cancellations and no-shows for same-day appointments.
Enter demographic and financial data into the system.
Communicate with clinical teams and handle patient requests.
Maintain confidentiality of medical records.

Skills

Computer skills

Calm demeanor

Decision making

Prioritization

Adaptability

Customer service

Math skills

Education

High school diploma or equivalent

Job description

Call Center Representative (Administrative)

Base Pay: $22.00 - $32.50 / hour

JOB SUMMARY

The primary function of the Call Center Representative (CCR) is to answer incoming calls from patients, answer inquiries and questions, handle complaints, troubleshoot problems and provide information. This could include scheduling appointments, routing for Rx refills, redirecting patients to ED, checking eligibility, sending messages to clinical teams, and forwarding calls for further triage. The CCR is expected to consult frequently with the Team Leader and/or the Front Office supervisor and clinical teams. The CCR serves as liaison between the patient and clinical teams and other staff, other agencies, and patients.

JOB DUTIES AND RESPONSIBILITIES

Patient Scheduling

Accurately schedules patients ensuring that schedule reflects appropriate clinician and effective use of clinical hours.
Monitors no-shows/cancellations for available slots where same day appointments can be scheduled.
Removes the day's cancellations from the EHR system when a patient calls to cancel.
Tasks individuals with appropriate duties (i.e., Rx refills, lab results, etc.)
Check eligibility when scheduling appointments.

Phones

Answers telephones, handling calls as needed and taking messages when appropriate.
Greets patients and visitors in a prompt, courteous, and helpful manner.
Maintains appropriate boundaries concerning medical advice, patient triage and priority of communication to clinicians; refers calls to the triage nurse for all issues outside of routine appointments, refill requests or test result messages.
Enters all demographic and financial information into the system accurately.

Other Duties

Communicates frequently with the clinical team regarding patient requests, scheduling issues or other aspects of duties.
Effectively maintains and protects the confidentiality of all medical records and patient information.
Attend seminars and trainings to maintain current knowledge of processes and systems.
Maintain accuracy of patient demographics and financial information in current system.
Reports any safety hazards.
Keep work areas tidy.
Perform other duties as assigned.

KNOWLEDGE, SKILLS, AND ABILITIES

Proficiency using a computer to accomplish work.
High level of skill in maintaining calm, professional, courteous and helpful demeanor in times of stress.
Skill in making appropriate decisions to benefit patients and meet SCHC objectives.
Ability to prioritize work and complete it on a timely basis with minimal supervision.
Ability to deal with change and seek out opportunities to effect change to promote patient care.
Strong customer service approach to problem solving situations.
Strong math skills.

EDUCATION & EXPERIENCE

High school diploma or equivalent.
Typing 45 WPM
Excellent people skills and customer service orientation.
Ability to read, write, understand and spell English and medical terminology correctly.

PREFERRED QUALIFICATIONS

Experience working with common health care programs.
Experience working with patient registration procedures.
Basic knowledge dental terminology.

BENEFITS

SCHC understands the importance of good health for every employee. We offer a comprehensive benefits package to ensure employees and their families receive the optimal in health care coverage, along with options to meet their needs.