Call Center Representative – Solano County

OLE Health; Fairfield (CA); On-site; USD 33,351 - 40,763; Full time

Benefits offered by this job

Medical, Dental, Vision Coverage

Employer covers 90% of premiums

PTO 18 days

Holidays 10 plus 1

403(b) with 2% match and 4% employee

Tuition reimbursement up to $2,000/yr

Life & Accidental Insurance

Health Savings Account (employer).

Job summary

OLE Health is seeking a Call Center Representative in Solano County, Fairfield, CA. You will assist patients by handling and triaging calls, scheduling appointments, and documenting in the electronic health record.

The role requires strong communication, high attention to detail, and the ability to multitask in a fast-paced environment. Language skills are a plus; you will be part of a diverse team focused on accessible healthcare services.

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 setting required.
• Strong computer/data entry skills; EHR experience preferred.

Responsibilities

• Answer phone and schedule patient appointments.
• Complete and update patient registrations.
• Check insurance eligibility for the following day.
• Provide clear explanations to patients at their understanding level.
• Route calls to appropriate department for further assistance.
• Troubleshoot patient concerns via the EHR.
• Greet patients professionally and maintain patient privacy.
• Answer multi-line phones promptly and professionally.
• Ensure correct patient identification in scheduling system.
• Provide information on services and enrollment as a new patient.
• Record cancellations and reschedules in the system.
• Capture and update patient demographics and insurance information.
• Follow up on telephone encounters and recalls.

Skills

Bilingual (English/Spanish/Dari/Punjab

MS Office

Strong communication

Education

High School Diploma or GED

Tools

Electronic health record system

Job description

Call Center Representative – Solano County

This content has been archived. It may no longer be relevant POSITION TITLE: Call Center Representative DEPARTMENT: Patient Access REPORTS TO TITLE: Call Center Manager LOCATION: Fairfield, CA PAY RANGE: $24.21 to $29.59/hr, depending on years of experience SCHEDULE: Monday to Friday, 8am to 5pm DLSE/FLSA STATUS: ( ) ____Exempt/Salaried position _X__Nonexempt/Hourly position SUPERVISORY RESPONSIBILITIES ( does this position have direct reports ): YES NO

AboutCommuniCare+OLE

Established in 2023,CommuniCare+OLEis the result of a union of two health centers with adeep rootsin 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+OLEis a network offederally-qualifiedhealth 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 enrollmentassistanceto 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

• Medical, Dental, Vision Coverage

• 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. Utilizing appropriate scheduling guidelines in patient interaction.
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.
20. Performs other duties as assigned.