Outpatient Appointment Care Coordinator

First Health Care of Puerto Rico; Guaynabo (PR); Sur place; USD 32 000 - 52 000; Plein temps

Avantages offerts par ce poste

Excellent Medical, Dental, Vision and

Prescription Drug Plans

401(K) with company match

Tuition incentive

Career development opportunities

Résumé du poste

FHCHS of PR, Inc. is seeking a Call Center Notification Specialist in Puerto Rico to manage outbound calls notifying and confirming mental health outpatient appointments. You will verify identities, share appointment details, and document actions in our secure systems.

The role requires strong Spanish and English communication, privacy awareness, and adherence to productivity metrics. Collaboration with providers, case managers, and clinical staff is essential, with opportunities for growth

Qualifications

• Basic knowledge of mental health terminology and services.
• Use of phone systems, documentation platforms, and case management applications.
• Excellent verbal communication and customer service skills.
• Ability to handle confidential information with discretion and professionalism.
• Ability to work toward productivity and quality goals.
• Attention to detail and accuracy in documentation.
• Ability to manage sensitive situations with empathy and respect.

Responsabilités

• Make outbound calls to notify and confirm mental health outpatient appointments.
• Verify member identity following privacy protocols.
• Provide information on date, time, modality, and location of appointments.
• Document actions accurately in designated systems.
• Identify and report unconfirmed appointments, cancellations, and contact issues.
• Offer guidance on appointment process and service requirements.
• Maintain communication with providers, case managers, and other departments.
• Follow up with non-responsive members per procedures.
• Escalate situations requiring clinical or administrative intervention.
• Monitor productivity, quality, and response times per department metrics.
• Safeguard PHI and comply with privacy and regulatory policies.
• Participate in training and process-improvement activities.
• Participate in new projects assigned by supervisor or director.

Connaissances

Verbal communication

Written communication

Phone systems

Documentation platforms

Bilingual Spanish/English

Formation

Bachelor's degree in health-related field

Outils

Case management applications

Electronic documentation systems

Description du poste

FHCHS of PR, Inc. is seeking a Call Center Notification Specialist in Puerto Rico to manage outbound calls notifying and confirming mental health outpatient appointments. You will verify identities, share appointment details, and document actions in our secure systems.

The role requires strong Spanish and English communication, privacy awareness, and adherence to productivity metrics. Collaboration with providers, case managers, and clinical staff is essential, with opportunities for growth