CALL CENTER REPRESENTATIVE I

NORTH EAST MEDICAL SERVICES; Daly City (CA); On-site; USD 35,914 - 51,150; Full time

Benefits offered by this job

Free medical/dental/vision insurance

401(k) with company contributions

Job summary

NORTH EAST MEDICAL SERVICES is seeking a Call Center Representative I to support a high-volume call center in Daly City, CA. This full-time role handles intake calls, scheduling, insurance checks, and routing inquiries to the appropriate clinics and departments.

You will follow scripted responses, assist patients with appointments, and participate in outreach efforts while maintaining a professional, patient-centered approach. Bilingual English/Chinese or Vietnamese skills are valued.

Qualifications

• Completion of a high school certificate or equivalent.
• Ability to multitask in a fast-paced environment.
• Basic computer knowledge (Microsoft Office).
• Must work variable hours and Saturdays in rotation.
• Detail oriented.
• Healthcare or customer service experience preferred.
• Ability to relate to patients professionally and courteously.

Responsibilities

• Answer and route high volumes of calls to appropriate resources.
• Schedule appointments for patients across clinics and departments.
• Update patient demographics and verify insurance.
• Submit PCP changes through the EHR system.
• Inform patients about NEMS services and programs.
• Assist in outreach projects and follow up on calls.
• Handle patient portal messages and travel to other sites as needed.
• Perform other duties as assigned by supervisor.

Skills

Fast-paced work

Multi-tasking

Basic computer skills

Detail oriented

Customer service experience

Education

High school diploma

Tools

Microsoft Office

Job description

Job Details

Job Location: Daly City, CA 94014

Salary Range: $31.60 - $31.60 Hourly

The Call Center Representative I, will be responsible for assisting the team in answering and routing a high volume of calls a day to appropriate recipients. Additionally, they are responsible for assisting patients in scheduling appointments, screening, referring eligible patients to NEMS’ participating programs, and answering patients’ inquiries.

ESSENTIAL JOB FUNCTIONS

• Answers and routes incoming calls, including the provider line, through Cisco telephone system to appropriate resources while adhering to NEMS’ telephone etiquette standards
• Manages large amounts of inbound and outbound calls in a timely manner
• Follows communication “scripts” when handling different topics
• Identifies patients’ needs, clarifies information as necessary, researches every issue, and provides solutions or alternatives
• Builds sustainable relationships and engages customers by going the extra mile
• Meets personal/team qualitative and quantitative targets
• Schedules appointments for patients for all NEMS clinics and various specialties and departments
• Conducts updates of demographic data for current and new patients
• Verifies/updates patient insurance and knows corresponding clinic insurance acceptance
• Submits PCP change request through EHR
• Informs and refers patients to NEMS services and programs
• Assists in outreach projects
• Enters new customer information into the system
• Follows-up on customer calls when necessary
• Checks and executes patient portal messages daily
• Occasional travel to other sites as needed
• Performs other job duties as required by manager/supervisor

Qualifications

• Completion of a high school certificate or equivalent required
• Ability to work in a fast-paced environment, be able to multi-task
• Must have basic computer knowledge i.e. Microsoft Office Suite
• Must be able to work variable hours and Saturdays in rotation
• Must be detail oriented
• Pior experience in a healthcare setting preferred
• Pior customer service experience preferred
• Ability to relate to patients in a professional and courteous manner, maintain a positive environment while working with coworkers and/or patients within a diverse culture
• Provides great customer service to ensure that we are living up to NEMS vision and mission statement

LANGUAGE

• Must be able to fluently speak, read and write English
• Fluency in Chinese and Vietnamese required.
• Fluency in other languages is an asset

STATUS

• This is an FLSA Non-exempt position.
• This is not an OSHA high-risk position.
• This is a Full Time position.

NEMS is proud to be an Equal Opportunity Employer welcoming diversity in our workforce. Pursuant to the San Francisco Fair Chance Ordinance, we will consider for employment qualified applicants with arrest and conviction records.

NEMS BENEFITS

• Competitive benefits
• including free medical, dental and vision insurance for employee, spouse and/or children; and company contribution to 401(k).