Call Center Representative I

CommuniCare+OLE; Woodland (CA); On-site; USD 33,000 - 41,000; Full time

Benefits offered by this job

Employer covers most premiums

PTO (vacation & sick)

Paid holidays

403(b) retirement plan

Tuition reimbursement

Life & accidental insurance

Health savings account

Job summary

CommuniCare+OLE is seeking a Call Center Representative I in Woodland, CA. The role handles patient calls, appointment scheduling, and registration in the electronic health record system, while guiding patients through programs and enrollment.

The position emphasizes empathy, accuracy, and timely communication within a busy medical office. Benefits include comprehensive health coverage, PTO, holidays, and a retirement plan.

Qualifications

• High School Diploma or GED required.
• One year experience in medical office, hospital or clinic preferred.
• Administrative and customer service experience in a busy environment is required.
• Strong computer and data entry skills including MS Office; EHR system experience preferred.
• Bilingual in English/Spanish/Dari/Punjabi/Vietnamese strongly preferred.

Responsibilities

• Answers phone and schedules patient appointments with accurate program information.
• Complete and update patient registrations as needed.
• Run insurance eligibility for the following day and create billing notes.
• Provide empathetic, clear explanations appropriate to the customer’s level.
• Give full attention to customers and respond promptly.
• Route calls to the appropriate department for continued assistance.
• Troubleshoot patient concerns and communicate with outside facilities via EHR.
• Greet patients professionally on the phone and foster a positive experience.
• Handle multi-line phones in a timely, professional manner.
• Ensure correct patient identification in the scheduling system.
• Provide information on services and enrollment for new patients.
• Understand programs/insurance guidelines and applications.
• Send messages to care team members as needed.
• Record cancellations, reschedules, and document in EHR.
• Update patient demographics and insurance information.
• Treat patients with dignity while preserving privacy and confidentiality.
• Document all appropriate information in the EHR and follow up on recalls.

Skills

Computer & data entry

Verbal & written communication

Multitasking

Customer service

Bilingual in multiple languages

Education

High School Diploma or GED

Tools

MS Office

Electronic health record (EHR) system

Job description

If you are unable to complete this application due to a disability, contact this employer to ask for an accommodation or an alternative application process.

Call Center Representative I

100 - Medical Department Active-Regular Full-Time Woodland, Woodland, CA, US

3 days ago Requisition ID: 2541

Salary Range: $24.21 To $29.59 Hourly

POSITION TITLE:

Call Center Representative

DEPARTMENT:

REPORTS TO TITLE:

Access Supervisor

LOCATION:

PAY RANGE:

$24.21 to $29.59/ hr , depending on years of experience

SCHEDULE:

Monday to Friday, 8am to 5pm

DLSE/FLSA STATUS: ( )

_ X__Nonexempt /Hourly position

SUPERVISORY RESPONSIBILITIES ( does this position have direct reports ):

YES

NO

About CommuniCare+OLE

Established in 2023, CommuniCare+OLE is the result of a union of two health centers with a deep roots in their respective communities and reputations for providing high-quality primary care to all, regardless of insurance or ability to pay: OLE Health of Napa and Solano Counties and CommuniCare Health Centers of Yolo County. Building on a legacy established by both organizations in 1972, CommuniCare+OLE is a network of federally-qualified health centers with 17 sites across Napa, Solano, and Yolo Counties. It offers comprehensive care, including medical, dental, behavioral health and substance use treatment, nutrition, optometry, pharmacy, care coordination, referrals, and enrollment assistance to more than 70,000 individuals, and no one is turned away due to lack of insurance, immigration status, or ability to pay. Many services are offered outside of its sites, including mobile health, home visiting, and community and school-based programs .

BENEFITS

• Employer covers 90% of employee medical, dental and vision premium and 50% of dependent premium
• 18 days of PTO (Vacation & Sick)
• 10 Paid Holidays + 1 Float Holiday
• 2% employer match with employee 4% Contribution 403(b) retirement plan
• Tuition Reimbursement of up to $2,000 per Calendar Year for part-time and full-time employees (prorated per Full-Time Equivalent)
• Life & Accidental Insurance Coverage
• Employer contribution for Health Savings Account

JOB SUMMARY/OVERVIEW:

Call Center Representatives work under the Call Center Manager and is responsible for assisting patients with handling and triaging phone calls, scheduling appointments, responding to questions, and documenting within the electronic health record.

CommuniCare+OLE provides an inclusive workplace that promotes and values diversity and life experience.

CommuniCare+OLE encourages people of all backgrounds to apply including, but not limited to, Black, Indigenous Peoples,

people of color, immigrants, refugees, women, LGBTQIA+, people with disabilities, veterans, individuals of

all ages and religions, and individuals who have been affected by the legal system.

YOU ARE WELCOME HERE.

***The following reflects requirements and essential functions of this position but does not restrict tasks that may be assigned. Essential functions include basic job duties, core elements, or fundamental responsibilities that an employee must perform to hold the position. Employees must be able to perform these essential functions with or without reasonable accommodation (accommodation may be requested). Duties and responsibilities are not all-inclusive, and they may be assigned or reassigned to this job at any time, due to reasonable accommodation or any other reason. ***

MINIMUM POSITION REQUIREMENTS: EDUCATION, EXPERIENCE, SKILLS/TRAINING

• Education:

High School Diploma or GED required.

• Experience/Lived Experience:
• One year experience in medical office, hospital or clinic preferred
• Administrative and customer service experience in a busy customer service-related environment is required
• Special Skills/Training:
• Experience working in a health clinic or demonstrated commitment to low-income populations preferred.
• Strong computer and data entry skills including MS Office required; electronic health record system required.
• Strong verbal and written communication skills .
• Ability to work in a fast-paced environment and multitask.
• Bilingual in English/Spanish/Dari/Punjabi/Vietnamese strongly preferred.

ESSENTIAL FUNCTIONS AND RESPONSIBILITIES

• 1. Answers phone and schedules patient appointments providing accurate information to patients regarding a variety of programs and services
• 2. Complete and update registration for patients as needed.
• 3. Runs insurance eligibility for the following day and creates billing notes for outstanding documents.
• 4. Be empathetic and sensitive to the unique needs of each customer. Provide explanations that are appropriate to the customer’s level of understanding and knowledge.
• 5. Gives full attention to the customer. Demonstrates promptness and shows initiative in responding to customers.
• 6. Routes call to the appropriate department for continued assistance as necessary.
• 7. Troubleshoots patient concerns regarding orders, health information and assists in communication with other outside facilities through the electronic health record.
• 8. Responsible for greeting patients professionally on the phone and driving a positive and personal patient customer service experience. Strong communication skills (verbal and written)
• 9. Answer multi-line phones in a timely, professional manner
• 10. Ensures correct patient identification of all information in the computer scheduling system
• 11.
• 12. Provide information to prospective or new patients regarding health center services, and protocol for enrolling as a new patient .
• 13. Basic knowledge of programs/insurance & access/eligibility guidelines and applications
• 14. Send messages to members of the care teams as necessary
• 15. Record cancellations and re-schedules and document appropriately in the electronic health system.
• 16. Captures and updates patient demographics and insurance information
• 17. Treats all patients telephoning the CommuniCare+OLE’s scheduling system with dignity and respect while maintaining privacy and confidentiality all times
• 18. Document all appropriate information in electronic health record system
• 19. Prompt follow-up of telephone encounters/recalls/appointment request .