Temporary Call Center Representative I – Solano County

CommuniCare+OLE; California, Northern (MO, KY); Hybrid; USD 33,000 - 40,000; Full time

Job summary

CommuniCare+OLE is seeking a Temporary Call Center Representative I for Solano County to provide high-quality patient support by handling calls, scheduling appointments, and triaging inquiries. The role reports to the Call Center Manager and runs Monday to Friday, 8am–5pm, in West Fairfield, CA.

This temporary, nonbenefit position emphasizes accurate data entry, empathy, and clear communication while routing complex issues to the appropriate care teams. Bilingual skills are highly valued.

Qualifications

• Experience in customer service, preferably in a busy call center.
• Strong verbal and written communication skills.
• Bilingual abilities preferred (English/Spanish or other languages).

Responsibilities

• Answers phone and schedules patient appointments with accurate information.
• Completes and updates registrations for patients.
• Enter and route information in the electronic health record system.
• Provide empathetic, clear communication and help patients understand programs.

Skills

Customer service

Call center

Bilingual English/Spanish

Education

High School Diploma or GED

Tools

MS Office

Electronic health record (EHR)

Job description

Temporary Call Center Representative I – Solano County

This content has been archived. It may no longer be relevant POSITION TITLE: Temporary Call Center Representative DEPARTMENT: Patient Access REPORTS TO TITLE: Call Center Manager LOCATION: West Fairfield, CA PAY RANGE: $23.75 to $29.03/hr, depending on years of experience SCHEDULE: Monday to Friday, 8am to 5pm DLSE/FLSA STATUS:() ____Exempt/Salaried position _X__Nonexempt/Hourly position SUPERVISORY RESPONSIBILITIES(does this position have direct reports): YES NO STATUS:Temporary role, up to 6 months of employment with no employee benefits aside from those that are legally mandated benefits

AboutCommuniCare+OLE

Established in 2023,CommuniCare+OLEis the result of a union of two health centers with adeep rootsin their respective communities and reputations for providing high-quality primary care to all, regardless of insurance or ability to pay: OLE Health of Napa and Solano Counties and CommuniCare Health Centers of Yolo County. Building on a legacy established by both organizations in 1972,CommuniCare+OLEis a network offederally-qualifiedhealth centers with 17 sites across Napa, Solano, and Yolo Counties. It offers comprehensive care, including medical, dental, behavioral health and substance use treatment, nutrition, optometry, pharmacy, care coordination, referrals, and enrollmentassistanceto more than 70,000 individuals, and no one is turned away due to lack of insurance, immigration status, or ability to pay. Many services are offered outside of its sites, including mobile health, home visiting, and community and school-based programs.

BENEFITS

Medical, Dental, Vision CoverageEmployer covers 90% of employee medical, dental and vision premium and 50% of dependent premium18 days of PTO (Vacation & Sick)10 Paid Holidays + 1 Float Holiday2% employer match with employee 4% Contribution 403(b) retirement planTuition Reimbursement of up to $2,000 per Calendar Year for part-time and full-time employees (prorated per Full-Time Equivalent)Life & Accidental Insurance CoverageEmployer contribution for Health Savings Account

JOB SUMMARY/OVERVIEW:

Call Center Representatives work under the Call Center Manager andisresponsible forassistingpatients with handling and triaging phone calls, scheduling appointments, responding to questions, and documenting within the electronic health record.

CommuniCare+OLEprovides an inclusive workplace that promotes and values diversity and life experience.

CommuniCare+OLEencourages people of all backgrounds to apply including, but not limited to, Black, Indigenous Peoples,

people of color, immigrants, refugees, women, LGBTQIA+, people with disabilities, veterans, individuals of

all ages and religions, and individuals who have been affected by the legal system.

YOU ARE WELCOME HERE.

***The following reflects requirements and essential functions of this position but does not restrict tasks that may be assigned. Essential functions include basic job duties, core elements, or fundamental responsibilities that an employee must perform to hold the position. Employees must be able to perform these essential functions with or without reasonable accommodation (accommodation may be requested).Duties and responsibilities are not all-inclusive, and they may be assigned or reassigned to this job at any time, due to reasonable accommodation or any other reason. ***

MINIMUM POSITION REQUIREMENTS: EDUCATION, EXPERIENCE, SKILLS/TRAINING

Education: High School Diploma or GED required. Experience/Lived Experience: One year experience in medical office, hospital or clinic preferredAdministrative and customer service experience in a busy customer service-related environment is required Special Skills/Training: Experience working in a health clinic or demonstrated commitment to low-income populations preferred.Strong computer and data entry skills including MS Office required; electronic health record system required.Strong verbal and written communication skills.Ability to work in a fast-paced environment and multitask.Bilingual in English/Spanish/Dari/Punjabi/Vietnamese strongly preferred.

ESSENTIAL FUNCTIONS AND RESPONSIBILITIES

• 1. Answers phone and schedules patient appointments providing accurate information to patients regarding a variety of programs and services
• 2. Complete and update registration for patients as needed.
• 3. Runs insurance eligibility for the following day and creates billing notes for outstanding documents.
• 4. Be empathetic and sensitive to the unique needs of each customer. Provide explanations that are appropriate to the customer’s level of understanding and knowledge.
• 5. Givesfull attention to the customer. Demonstrates promptness and shows initiative in responding to customers.
• 6. Routescall tothe appropriate department for continued assistance as necessary.
• 7. Troubleshoots patient concerns regarding orders, health information and assists in communication with other outside facilities through the electronic health record.
• 8. Responsible for greeting patients professionally on the phone and driving a positive and personal patient customer service experience. Strong communication skills (verbal and written)
• 9. Answer multi-line phones in a timely, professional manner
• 10. Ensures correct patient identification of all information in the computer scheduling system
• 11. Utilizing appropriate scheduling guidelinesinpatient interaction.
• 12. Provide information to prospective or new patients regarding health center services,andprotocol for enrolling asa new patient.
• 13. Basic knowledge of programs/insurance & access/eligibility guidelines and applications
• 14. Send messages to members of the care teams as necessary
• 15. Record cancellations and re-schedules and document appropriately in the electronic health system.
• 16. Captures and updates patient demographics and insurance information
• 17. Treats all patients telephoning the CommuniCare+OLE’s scheduling system with dignity and respect while maintaining privacy and confidentiality all times
• 18. Document all appropriate information in electronic health record system
• 19. Prompt follow-up of telephone encounters/recalls/appointment request.
• 20. Performs other duties as assigned.