Patient Services Representative (Call Center Representative) - Bilingual

Marin Community Clinics; Novato (CA); Hybrid; USD 28,000 - 34,000; Full time

Benefits offered by this job

Health insurance

Dental and Vision Insurance

Educational Benefits

Student Loan Repayment and Loan Forgiv

Retirement Plan

Paid Holidays

Paid time off

Job summary

Marin Community Clinics is seeking a bilingual Patient Services Representative (Call Center) to serve as the first contact for scheduling, messaging, and patient questions. You will support Medical and Dental patients with empathy and accuracy, navigating the health center system and assisting callers in a fast-paced clinic environment.

The role requires English fluency, Spanish bilingual ability, and a minimum of three years in customer service, with EPIC EHR experience preferred.

Qualifications

• High School or equivalent level of education required.
• 3 years relevant experience.
• Prior Customer Service experience is preferred.
• Previous experience with the Electronic Health Records (EPIC) preferred.

Responsibilities

• Initial point of contact for patients in scheduling, messaging and questions.
• Assist patients in navigating the system and advocate for their needs.
• Handle high volume inbound calls with empathy and professionalism.
• Research required information and resolve patient inquiries and complaints.
• Escalate priority issues and route to appropriate resources.

Skills

Bilingual in Spanish

English proficiency

Customer service

Education

High School diploma

Tools

EPIC EHR

Job description

Patient Services Representative (Call Center Representative) - Bilingual

Marin Community Clinics

Job Category

Overview

Description

Overview: Marin Community Clinics, founded in 1972, is today, a multi-clinic network with a wide array of integrated primary care, dental, behavioral, specialty and referral services. As a Federally Qualified Health Center (FQHC), we provide vital health services to almost 40,000 individuals annually in Marin County. The Clinics regularly receive national awards from the Health Resources and Services Administrations (HRSA). Our Mission is to promote health and wellness through excellent, compassionate care for all.

The Call Center Representative serves as the initial point of patient contact for scheduling, messaging and other questions from Medical and Dental patients of Marin Community Clinics. The Representative is the first point of contact that a patient will interact with when accessing the health center. Representatives play a vital role in making our patients feel supported and welcomed. As such, a high level of customer service must be practiced and delivered. The Call Center Representative shows empathy and sincere interest for our patients’ needs. Assists patients in effectively navigating through the system and advocates for their needs and is an integral part of the home clinic operations and care team.

Responsibilities

• Initial point of contact for patients in the following areas:
  • Questions related to scheduling appointments, RX questions, etc., sending messages to clinic staff regarding anything that a medical or dental patient might need.
  • Must handle all interactions with empathy and compassion.
• Communication:
  • Works closely with the Team Lead, to communicate and address any process changes, protocol or guidelines changes. Asking any questions that may arise because of the changes.
  • Works closely with Medical and Dental Clinics to ensure clear communication regarding MCC patients.
• Schedules in accordance with scheduling guidelines for both Medical and Dental, with the ability to prioritize according to patient needs:
  • Answers phones from patients professionally and responding to patient inquiries and complaints.
  • Schedules patients based on scheduling guidelines and medical/dental appropriateness.
  • Receives a high volume of inbound calls with varying degrees of questions or concerns.
  • Researches required information using accessible resources.
  • Handling and resolving patient complaints.
  • Routing/tasking inbound calls to appropriate resources as warranted.
  • Obtaining and collecting all necessary information from the patient to schedule the appointment.
  • Manages and escalates priority issues to the appropriate resource.
  • Communicates perceived problem issues regarding scheduling to their Team Lead.
  • Notifying appropriate personnel of any scheduling change due to patient cancellation in a timely fashion.
  • Ability to manage urgent calls in such a way that urgent situations related to the provision of patient care are handled in an appropriate manner.
  • Receives, responds and/or escalates patient complaints appropriately.
• Other duties may be assigned, such as helping pull, log and respond to patient voicemails.

Qualifications

Education and Experience

• High School or equivalent level of education required.
• 3 years relevant experience.
• Prior Customer Service experience is preferred.
• Previous experience with the Electronic Health Records (EPIC) preferred.

Required Skills and Abilities

• Must effectively communicate in English.
• Bilingual in Spanish is required.
• Ability to work in a fast paced, service-oriented Call Center environment.
• Must have high attention to detail.
• Minimum typing skills of 25 wpm, with accuracy.
• Ability to use good judgment to problem solve, minimize and correct errors.
• Direct calls accurately.

Physical Requirements and Working Conditions

• Prolonged periods of sitting at a desk and working on a computer.
• Use of mouse, keyboard and headset.
• Moderate to loud noise and intermittent interruptions.
• Must be able to lift up to 15 pounds at times.
• Must have manual dexterity to operate keyboards, fax machines, telephones and other business equipment.
• Must be able to multitask as needed.
• Moderate to loud noise and intermittent interruptions.

Benefits

Our mission informs our approach to your benefits program. Our benefits program is designed to protect your health, family and way of life. We offer a competitive Benefits Program that includes affordable health insurance and Health Reimbursement Accounts (HRA), Dental and Vision Insurance, Educational and Continuing Education Benefits, Student Loan Repayment and Loan Forgiveness, Retirement Plan, Group Life and AD&D Insurance, Short term and Long Term Disability benefits, Professional Fee Reimbursement, Mileage and Cell Phone Reimbursement, Scrubs Reimbursement, Loupes Reimbursement, Employee Assistance Programs, Paid Holidays, Personal Days of Celebration, Paid time off, and Extended Illness Benefits.

All employees are required to be fully vaccinated for COVID-19, including “health-care” required boosters as a condition of employment, subject to limited exemptions. New employees are required to provide proof of being fully vaccinated for COVID-19 and boosted before the first day of employment. If you completed your primary series, received an original booster and it has been more than 2 months from that booster dose – it is recommended, but not required that you receive the Bivalent booster.

Please note that this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job.

MCC is an equal opportunity employer. We enthusiastically accept our responsibility to make employment decisions without regard to race, religious creed, color, age, sex, sexual orientation, gender identity, national origin, religion, marital status, medical condition, disability, military service, pregnancy, childbirth and related medical conditions, or any other classification protected by federal, state, and local laws and ordinances.

#MDO2 Min: USD $20.00/Hr. Max: USD $25.00/Hr.