Senior Call Center Representative

Chapa-De Indian Health; Auburn (CA); On-site; USD 38,000 - 39,000; Full time

Benefits offered by this job

Employer-paid health insurance

PTO

11 paid holidays

8+ paid sick days

Retirement plan with 6% employer match

Job summary

Chapa-De Indian Health in Auburn, CA is seeking a Senior Call Center Representative to train and support a Medical Call Center team. You will handle high-volume patient calls, verify insurance, schedule appointments, and maintain accurate EHR documentation.

Ideal candidates bring 3+ years in healthcare call centers, strong problem-solving, and excellent communication. Supervisory experience and EHR (eClinicalWorks) familiarity are preferred.

Qualifications

• High school diploma or equivalent.
• Minimum 3 years of high-volume healthcare call center experience.
• Strong problem-solving and multitasking abilities.
• Excellent communication and teamwork skills.
• Familiarity with medical terminology and EHR systems.

Responsibilities

• Train, coach, and support call center representatives.
• Handle high-volume incoming calls for healthcare services.
• Schedule, confirm, cancel, and reschedule appointments; verify insurance and Medi-Cal eligibility; maintain EHR documentation.
• Coordinate with clinical teams for patient requests and follow-ups.
• Assist with escalated calls; suggest workflow improvements; ensure HIPAA compliance.

Skills

High-volume calls

Problem-solving

Communication

Teamwork

EHR experience

Microsoft Office

Supervisory experience

Medical terminology

Education

High school diploma

Tools

Word

Excel

PowerPoint

Outlook

eClinicalWorks (EHR)

Job description

Help Connect Our Community to Quality Healthcare While Supporting a Strong Call Center Team!

Join Chapa-De Indian Health as a Senior Call Center Representative, where you'll help patients access the care they need while training, supporting, and guiding our Medical Call Center team.

In this role, you'll combine hands-on patient service with team training, problem-solving, and daily operational support. You'll serve as a key resource for Call Center Representatives, helping ensure accurate scheduling, efficient workflows, and a compassionate experience for every caller.

Hourly Pay: $27.35-$28.50
Schedule: Monday- Friday 8:00 AM - 5:00 PM

Exceptional Benefits:

• Employer-paid health insurance (medical, dental & vision): 100% employee coverage and 80% dependent coverage
• 17 days of PTO, 11 paid holidays, and 8+ paid sick days (1 hour earned for every 30 hours worked)
• Retirement plan with a 6% employer match

What You'll Do:

• Train, coach, and support Call Center Representatives, monitor training progress, and identify opportunities to improve team performance.
• Handle high-volume incoming calls for Medical and Optometry services, providing professional, compassionate patient assistance.
• Schedule, confirm, cancel, and reschedule appointments, verify insurance and Medi-Cal eligibility, and maintain accurate EHR documentation.
• Collaborate with clinical teams to coordinate patient requests, prescription refills, scheduling concerns, and follow-up needs.
• Assist with escalated calls, recommend workflow improvements, and maintain HIPAA compliance and patient confidentiality.

What You'll Bring:

• High school diploma, GED, or equivalent.
• At least 3 years of high-volume phone experience, preferably in a healthcare call center.
• At least 3 years of demonstrated problem-solving experience, with strong attention to detail.
• Excellent communication, customer service, teamwork, and organizational skills, with the ability to prioritize tasks and work independently.
• Familiarity with medical terminology and proficiency in Microsoft Word, Excel, PowerPoint, and Outlook.
• Experience with Electronic Health Records (EHR), preferably eClinicalWorks. (Preferred)
• Previous supervisory or team leadership experience. (Preferred)

If you're passionate about helping others, thrive in a team environment, and want to make a meaningful impact in the community, we'd love to meet you!

About Us: Chapa-De is a non-profit community outpatient health center with a mission to advance the health and well-being of American Indians and low income individuals living in our communities by providing convenient access to high quality, compassionate care. Clinics located in Auburn, CA and Grass Valley, CA.

Chapa-De recognizes that our strength lies in our people. We are committed to the principles of equal employment and complying with all federal, state, and local laws providing equal employment opportunities, and all other employment laws and regulations. It is the intent of Chapa-De to maintain a work environment free of harassment, discrimination, or retaliation. We are dedicated to the fulfillment of this policy in regard to all aspects of employment, including but not limited to recruiting, hiring, placement transfer, training, promotion, rates of pay, and other compensation, termination, and all other terms, conditions, and privileges of employment. Chapa-De provides reasonable accommodation to enable qualified individuals with disabilities to perform the essential functions. Please tell us if you require a reasonable accommodation. We comply with California Department of Public Health Requirements. This may include,

but not limited to, masking during flu season for employees who decline an annual flu vaccine. Preference in filling vacancies will be given to qualified Indian applicants in accordance with the Indian Preference Act (Title 25, U.S. Code, section 472 & 473).