Phone Operator

Family-Health-Care-Centers-of-Greater-Los-Angeles,-Inc; Vinvale (CA); On-site; USD 25,000 - 36,000; Full time

Benefits offered by this job

Medical benefits

Dental benefits

Vision benefits

Paid holidays

Sick leave

Retirement plan

Job summary

Family Health Care Centers of Greater Los Angeles, Inc. is hiring a Phone Operator to manage multi-line calls, triage, and appointment scheduling within the reception area. The role supports patient access and integrates with medical staff to provide responsive service.

Ideal candidates have medical office experience, CPR certification, bilingual English/Spanish, and excellent communication skills; FHCCGLA offers robust benefits and a mission-driven environment serving underserved communities.

Qualifications

• Experience in a medical office setting preferred.
• CPR certification must be current.
• FQHC experience highly preferred.
• Excellent analytical skills.
• Motivation to take initiative and ensure tasks are completed thoroughly and accurately.
• Excellent writing and verbal communication skills.
• Knowledge of administrative principles and procedures.
• Computer knowledge including NextGen EHR / PMS, Word and Excel.

Responsibilities

• Answer multi-line telephones and greet callers professionally.
• Triaged calls and directed to appropriate departments.
• Schedule and reschedule appointments; update patient demographics.
• Provide accurate information about FHCCGLA services and HIPAA compliance.
• Maintain patient confidentiality and ensure clean, organized front desk area.
• Collaborate with reception staff and other departments to improve patient flow.
• Document and relay messages; follow up on pending items.
• Assist in maintaining front office policies and procedures.

Skills

Medical office experience

CPR Certification

FQHC experience

Analytical skills

Initiative

Writing and verbal communication

Administrative procedures

NextGen EHR / PMS

MS Word / Excel

Bilingual English/Spanish

Driver's license / automobile

Flexible schedule

Prioritizing workload

Deadline-oriented

Adaptability

Ability to work with diverse cultures

Team collaboration

Organization

Education

High School Diploma or GED

Tools

NextGen EHR

Microsoft Word

Excel

Job description

Overview

“To enhance the quality of life for men, women and children in the greater Los Angeles area through the provision of high quality, accessible and affordable healthcare services.”

We offer fantastic benefits, competitive pay, and a great family-oriented environment!

We offer:

• Medical Benefits - FHCCGLA pays 100% of employee’s Kaiser; Anthem Blue Cross; Health Net; and United Health Care coverage (HMO Plan) subject to change during open enrollment.

• 403 B - Through Mutual of America, the company matches up to 5% of employee’s salary.

• Dental Benefit - MetLife Only (HMO/PPO Plan).

• 11 Holidays Observed.
• 2 Floating Holidays

• Vision Benefit -MetLife Plan.

• 1 Birthday Holiday

• Life Insurance - Accidental Death & Dismemberment; and Long-term Disability.

• 7 Paid Sick Leave - 56 hours Full-Time
• Paid Sick Leave – 40, Part-Time and Per-Diem

• Employee Assistance Program

• 2 weeks’ Vacation

• AFLAC Benefits

This would be a great opportunity to make a difference with you onboard!

POSITION TITLE: Phone Operator

DEPARTMENT: Reception

REPORTS TO: Reception Supervisor

POSITION OVERVIEW:

The telephone operator is responsible for answering multi-line telephone, triaging calls, taking messages, and scheduling appointments. The telephone operator serves as a liaison between caller and medical support staff.

Responsibilities

DUTIES/RESPONSIBILITIES:

1. Answer telephones by greeting in a courteous and timely manner for proper transfer re-routes telephone calls.

2. Answer telephones by identifying the department, themselves by first and last name.

3. Answer all calls by third ring.

4. Allow telephone caller to respond prior to being placed on hold.

5. Sort messages for departmental personnel.

6. Check and retrieves answering service for saved messages on Solution Reach.

7. Inform staff of any calls by calling direct ext. first, if no answer, page over intercom no more than twice.

8. Provide accurate and reliable information regarding Clinic’s services.

9. Make reminder phone calls for next day scheduled appointments.

10. Cover Reception Desk as necessary.

11. Updates /modifies patient demographic data according to front office policies.

12. Call all new patient no shows to reschedule appointment.

13. Offer Dental, Optometry and/ or Behavioral Services.

14. Verify Medical/MHLA eligibility for new or current patients as needed.

15. Check Patient Portal for any online appointment requests. Call patient to schedule appointment

16. Maintains a neat, clean and safe work area for which employee is specifically or generally responsible.

17. Maintain privacy and confidentiality for both patient and employee with regard to medical data information.

18. Demonstrate a positive, proactive, can do attitude in responding to customer needs.

19. Works cooperatively and effectively with others.

20. Seeks out additional duties to promote continuity of operations.

21. Completes assignments by the end of the scheduled shift.

22. Communicates work related problems and reports to the Department Supervisor and Lead.

23. Identifies, initiates and implements measures to deliver high quality care to patients and improve services.

24. Responds efficiently and timely to all patient and provider staff needs and inquiries.

25. Ensures excellent customer service to all FHCCGLA patients.

26. Works with the operations managers to manage patient scheduling and flow to address bottlenecks, scheduling issues, etc.

27. Handles patient grievances according to FHCCGLA’s Policy & Procedure.

28. Assists in developing, updates & reviews of FHCCGLA Policies & Procedures (P&P’s) as needed (with input from all other key personnel).

29. Ensures HIPAA compliance by maintaining strict confidentiality of all patient data and E.H.R./Practice Management System (PMS) according to regulations and FHCCGLA’s P&P’s.

30. Attends the following meetings/trainings:

• Mandatory Quarterly Staff Meeting/Trainings- Quarterly (Jan., Apr., Jul. & Oct.)
• Corporate Risk Management Meeting- Quarterly (Jan., Apr., Jul. & Oct.), as needed (advanced notice will be provided when feasible)
• Clinical & Operations (C&O) Meeting- As needed (advanced notice will be provided when feasible)
• Meetings with FHCCGLA’s Executive Leadership, as needed (advanced notice will be provided when feasible)

31. Other pertinent meetings- As scheduled

32. Remains informed of:

• Current legal and regulatory changes related to scope of practice.
• Specific programs/payors, insurances accepted, and services being offered at FHCCGLA.
• All applicable Policies & Procedures

33. All other duties as assigned.

Qualifications

MINIMUM QUALIFICATIONS:

1. Experience in a medical office setting preferred.

2. Current CPR Certification- required to be kept up to date.

3. FQHC experience, highly preferred.

4. Excellent analytical skills.

5. Motivation to take initiative to ensure all tasks performed are completed thoroughly and accurately.

6. Excellent writing and verbal communication skills.

7. Knowledge of administrative principles and procedures.

8. Computer knowledge preferred (e.g., NextGen (E.H.R. & PMS), Microsoft Word and Excel).

9. Bilingual English/Spanish and familiarity with the Hispanic culture.

10. Access to automobile with valid California driver’s license and state mandated automobile insurance.

11. Work schedule may include evenings, overtime, and weekends as needed.

12. Ability to prioritize workload and work under pressure of deadlines.

13. Ability to meet tight time sensitive deadlines.

14. Motivated and committed to the provision of high-quality healthcare for indigent and underserved communities.

15. Willingness to adapt to changes with regards to the agency’s growth and expansion.

16. Ability to speak Spanish, preferred.

17. Ability to handle multiple tasks and work in a busy environment including heavy telephone duty.

18. Promote and provide the means for a working team relationship within Front Office and other departments.

19. Organized, flexible, thoroughness, dependability and attention to detail.

20. Able to work and communicate effectively with people of diverse culture, education and economic backgrounds.

ADDITIONAL ELIGIBILITY QUALIFICATIONS:

1. Strong communication, interpersonal skills, and problem-solving skills.

2. Strong verbal and written skills.

3. Ability to communicate both verbally and in writing.

4. Ability to perform tasks in hectic work environment.

5. Adaptability to program, changes, modifications.

6. Spanish speaking required.

7. Willingness to adapt to changes in agency growth and expansion.

8. Experience in a medical office setting preferred.

9. Ability to handle multiple tasks.

10. Computer experience.

11. Typing at least 25 wpm.

12. High School Diploma or Equivalent.

13. Able to promote and provide the means for a working team relationship within front office and other departments.

14. Organized, flexible, thoroughness, dependability and attention to detail.

15. Able to handle heavy telephone duty.

16. Able to work and communicate effectively with people of diverse culture, education, social and economic backgrounds.

17. Medical Terminology: 1 year.

18.Telephone Skills: 1 year.

19. Customer Service: 1 year.

20. Must have Transportation.

21. Observe regulations on time card use and reporting

22. Maintain attendance as per policy

23. Maintain a clean and safe work area.

24. Observe general Safety/Employee Health policies and procedures including Fire regulations.

25. Maintain a current annual health screening.

26. Display clearly visible identification.

27. Ability to work well with others in a professional and team-oriented environment.

28. Well-developed interpersonal skills, friendly personality and able to motivate staff by promoting teamwork.

29. Ability to relate to the public regardless of ethnic, religion and economic status.

30. Excellent communication skills.

31. Willingness to travel.

32. Strong planning and organizational skills.

33. Problem analysis and critical thinking skills.

34. Excellent customer service skills.

35. Knowledge of the following (but not limited to), preferred:

My Health LA PPO’s HMO’s

Medicare Family PACT CPSP

Medi-Cal Fee-for-Service CHDP

Managed Care Plans Every Woman Counts

36. Must maintain patient confidentiality in accordance with clinic policy and HIPPA guidelines.

Min (For Export)

22.00

Max (For Export)

22.00