Customer Service Representative

002 Sea Mar Community Health Center; Des Moines (IA); On-site; USD 24,000 - 34,000; Full time

Job summary

Sea Mar Community Health Centers in Des Moines is seeking a Customer Service Representative to screen non-insured patients and assist with public health coverage enrollment and education. You will proactively contact customers, help in scheduling, and support outreach campaigns under the Managed Care Department.

The role requires bilingual English/Spanish communication, strong customer service, and the ability to work as part of a team within a mission-driven health organization.

Qualifications

• High School graduation; AA or BA in Social Services is preferred.
• At least 1 year of customer service experience is required; preferably in a health care environment.
• Bilingual English/Spanish is required; ability to read and write in English and Spanish.

Responsibilities

• Serve as a primary liaison between clients and clinic, leveraging Sea Mar as the medical home.
• Assist with applications for public health coverage and primary care scheduling.
• Help in outreach and distribution of informational materials approved by the Managed Care Department.

Skills

Bilingual English/Spanish

Customer Service

Communication Skills

Problem Solving

Education

High School diploma or equivalent

AA/BA preferred

Tools

Microsoft Word

Microsoft Excel

Job description

Sea Mar Community Health Centers, a Federally Qualified Health Center (FQHC) founded in 1978, is a community-based organization committed to providing quality, comprehensive health, human, housing, educational and cultural services to diverse communities, specializing in service to Latinos in Washington State. Sea Mar proudly serves all persons without regard to race, ethnicity, immigration status, gender, or sexual orientation, and regardless of ability to pay for services. Sea Mar's network of services includes more than 90 medical, dental, and behavioral health clinics and a wide variety of nutritional, social, and educational services.

Position Summary

We are recruiting for the following position: Sea Mar is a mandatory COVID-19 and flu vaccine organization Position Summary The Customer Service Representative is responsible for screening all non-insured patients and ensuring that customers newly assigned or wishing to obtain care at Sea Mar are accommodated. They provide public health coverage enrollment assistance, insurance education, and public health coverage case management. Under the direction of the Managed Care Manager and Coordinator, they pro-actively contact customers, assist in the development and distribution of promotional material and engage in community outreach activities.

Duties and Responsibilities

As a mission-driven organization, the core values of, and the services offered at Sea Mar are based on the belief that everyone deserves to be respectfully treated in a way that preserves dignity and enhances self-worth. Sea Mar is an advocate for its clients and aims to achieve industry leading, client-centered, culturally-aware services. Sea Mar employees serve as an extension of this mission and demonstrate their commitment to an excellent client experience by:

• Understanding and empathizing with client needs
• Surpassing client expectations
• Demonstrating a high level of integrity
• Exhibiting compassion and commitment
• Advocating for social justice
• Taking pride in individual work as well as that of the team
• Continually learning to stay current with industry standards, best practices and technology.

ESSENTIAL DUTIES and RESPONSIBILITIES

The Customer Service Representative:

• Serves as a primary liaison between clients and clinic, focusing on alleviating barriers to service and helping patients establish Sea Mar as their medical home.
• Assists with public health coverage program applications, ensures patients have selected a primary care provider, assists in scheduling appointments and identifying other health care services available.
• Assists in conducting outreach and participates on all corporate marketing campaigns, and in the distribution of informational / promotional materials approved by the Managed Care Department.
• Is responsible for maintaining activity records, submitting progress reports as directed by the Managed Care Department.
• Assists in identifying and advocating on behalf of the customer regarding barriers to coverage and or the utilization of health care services.
• Strives to increase customer health care service utilization, through education on services covered as well as customer responsibilities and to serve as case managers for families in accessing care.
• Assists in meeting established departmental and organizational goals and ensuring that customer access to the Managed Care Department services are maximized.
• Maintains skill levels by participating at all mandatory trainings, meeting competency testing requirements, maintaining local site standards, and reporting on health coverage policy changes impacting consumers and or processes.
• Performs any and all other duties as may be assigned while adhering to all corporate and departmental policies and procedures.

CONDITIONS OF EMPLOYMENT

• The Applicant must sign an oath of permanent confidentiality covering all patient related information.
• This person will undergo a criminal background check from the Washington State Patrol.
• The Applicant will sign and date the job description to affirm the validity of the information herein, and to signify compliance with the conditions of employment.

Qualifications

• Applicant must have and consistently demonstrate patience and have excellent customer service skills in the performance of all duties.
• They must possess good organizational and time-management skills, demonstrate good judgment, excellent problem-solving abilities and maintain a professional demeanor at alltimes.
• They must consistently demonstrate excellent oral and written communication skills, fluent in English and Spanish, and able to read and write proficiently in both.
• Legible handwriting required.
• This person must be of good character and maintain confidentiality.
• They need to be self-motivated and have an excellent work ethic, including the ability to work both as part of a team and independently.
• They must be proficient in both WORD and EXCEL and in general computer use.
• They will be able to effectively utilize data processing and spreadsheet computer software programs and experience in databases is preferred.
• The applicant must have the ability to read and interpret complex documents, reports as well as data.

LANGUAGE SKILLS

• Bilingual (English/Spanish) is required.
• Must be able to communicate effectively with patients and staff in English, Spanish, or Russian, both orally and written.
• The applicant must demonstrate proficient public speaking skills, exercise sound spelling, grammar and clear written communication.

MATHEMATICAL SKILLS

• Ability to add, subtracts, multiply and divide.

REASONING ABILITY

• The ability to solve practical problems and a variety of situations where only limited standardization exists is required.
• The applicant must be able to interpret a variety of instructions furnished in written, oral, diagram or schedule form.

EDUCATION and/or EXPERIENCE

• High School graduation; AA or BA in Social Services is preferred.
• At least 1 year of customer service experience is required; preferably in a health care environment.
• Additional work experience may be substituted for education, with a minimum of a high school diploma or equivalent required.

CERTIFICATES, LICENSES, REGISTRATIONS

• The applicant must have an initial TB test at hire and an annual retest.
• This position must obtain Basic Life Support (BLS) CPR within 90 days of hire date and is required to maintain current BLS CPR throughout employment.
• Applicants must receive a satisfactory background check from the Washington State Patrol and must maintain a valid Washington Driver's license with automobile liability insurance coverage if hired.

Additional Requirements

• TB testing annually.
• Pre-hire and annual employee health screening required.
• Annual influenza vaccine required. Only exception is for employees with a medical or religious exemption approved by Administration.
• Employees with an approved medical or religious exemption must wear a mask at all time during the flu season.

Work Environment

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. The noise level in the work environment is usually moderate. The employee may be required to share work space with other employees. Adequate lighting and equipment are available to the employee. Use of ergonomic office furniture will be used when available and appropriate.

Physical Requirements

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. While performing the duties of this job, the employee is required to sit for extended periods of time, talk and hear. The employee is required to stand, use hands to fingers, handle or feel and reach with hands and arms. The employee must be able to lift/move up to 50 pounds. The employee is occasionally required to climb or balance and stoop, kneel, crouch or crawl. Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception and ability to adjust focus. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Hourly - Hourly Plan, 21.30 USD Hourly

What We Offer

Sea Mar offers talented and motivated people the opportunity to work in a dynamic and growing community health organization. Working at Sea Mar Community Health Centers is more than just a job, it's a fulfilling career with opportunity for advancement. The fringe benefits surpass most companies. For example, Full-time employees working 30 hours or more, receive an excellent benefit package of: Medical Dental Vision Prescription coverage Life Insurance Long Term Disability EAP (Employee Assistance Program) Paid-time-off starting at 24 days per year + 10 paid Holidays. We also offer 401(k)/Retirement options and an exciting opportunity to work in a culturally diverse environment.

Sea Mar is an equal opportunity employer.

Sea Mar Community Health Centers, founded in 1978, is a community-based organization committed to providing quality, comprehensive health, human, housing, educational and cultural services to diverse communities, specializing in service to Latinos in Washington State. Sea Mar proudly serves all persons regardless of their ability to pay for services. Sea Mar's network of services includes more than 90 clinics.