Call Center Representative

Chiricahua Community Health Centers, Inc.; Douglas (AZ); On-site; USD 32,000 - 42,000; Full time

Job summary

Chiricahua Community Health Centers, Inc. is seeking a Call Center Representative to join our team in Douglas, AZ. The role involves answering calls, scheduling patient appointments, and verifying insurance and demographic information.

You will handle account inquiries, explain procedures, process payments over the phone, and ensure HIPAA compliant, accurate data. Weekend shifts may be required; bilingual English/Spanish skills may be needed depending on staffing.

Qualifications

• High School Diploma or GED.
• 3–6 months customer service experience.
• One year of medical office support preferred.
• English language proficiency; bilingual English/Spanish may be required.

Responsibilities

• Answer phone calls expediently and refer inquiries to the appropriate parties as needed.
• Schedules and confirms patient appointments over the phone.
• Explains health center procedures to patients.
• Verifies medical and dental insurance coverage and eligibility.
• Informs patients of account balances and correct billing amounts.
• Takes payments over the phone.
• Works weekends as required.
• Other duties as assigned.

Skills

English proficiency

Bilingual (English/Spanish)

Education

High School Diploma or GED

Job description

Job Title: Call Center Representative
Reports To: Supervisor, Call Center
Job Summary: Confirms patient appointments and verifies patient insurance and demographic information.

Essential Job Duties

• Answers phone calls expediently and refers inquiries to the appropriate parties as needed.
• Schedules and confirms patient appointments over the phone.
• Explains health center procedures to patients.
• Verifies medical insurance coverage and eligibility and expires any insurances that are not active.
• Verifies dental insurance coverage and eligibility, deductible, and maximum coverage.
• Informs patients of account balances and correct billing amounts.
• Notifies patients of insurance co-pays.
• Verifies patient demographic information.
• Ensures accuracy of information in telephone messages and deciphers the correct amount to charge self-pay or sliding fee schedule patients.
• Takes payments over the phone.
• Provides referral status information to patients.
• Working assigned weekends as required.
• Other duties as assigned.

Required Minimum Qualifications - Education, Experience, Certificates & Licenses

• High School Diploma or GED.
• Three to six months customer service experience.

Preferred Qualifications - Education, Experience Certificates & Licenses

• One year of experience in a medical setting providing office support preferred.

Required Language Skills

• Ability to comprehend and compose instructions, correspondence, and communications in English in both oral and written format.
• Bilingual in English and Spanish may be required based on current staffing patterns, patient population, and/or duty assignment.

Physical Requirements

• Ability to occasionally exert enough force to move objects weighing up to 10 pounds.
• Ability to continuously remain in a stationary position.
• Ability to occasionally move about inside the workplace to access files, office machinery, etc.
• Possesses hand-eye coordination and manual dexterity necessary to constantly operate computers, telephone, and other office machinery.
• Possesses close visual acuity necessary to accurately record and view information on a computer monitor, handwritten and typed documents.
• Ability to discern the nature of sounds at a normal spoken volume.

Other Required Knowledge, Skills, And Abilities

• Ability to add, subtract, multiply, and divide in all measure, using whole numbers, common fractions, and decimals.
• Ability to gather data in an organized fashion from varied sources.
• Ability to take direction and perform assignments accordingly.
• Knowledge of prepaid health plans preferred.
• Knowledge of HIPAA and Corporate Compliance rules and regulations.
• Computer literacy required.
• Knowledge of Electronic Health Records preferred.
• Ability to provide excellent customer service by mail, telephone, and in-person.
• Ability to prioritize and plan work activities, use time efficiently and develop realistic action plans.
• Ability to display a positive attitude towards patients, providers, supervisors, and other staff.

Work Environment & Conditions

• Work environment is typical of an administrative office setting with no substantial exposure to adverse environmental conditions.