Bilingual Call Center Representative

PRIMARY PURPOSE

The Bilingual Call Center Representative provides direct service to patients, providers, and other support staff. They are often the first and last person a patient interacts with at Lorain County Health & Dentistry and therefore play an integral role in managing the overall patient experience. Call Center Representatives are expected to work closely with providers and other staff members and function as a team player to meet and exceed the needs of the patient.

ESSENTIAL FUNCTIONS

Daily responsibilities include:

• Answer phones and route calls and messages to providers and other staff members efficiently.
• Schedule patient appointments in accordance with guidelines.
• Update the Practice Management System (PMS) with accurate patient addresses, phone numbers, and insurance information.
• Perform patient scheduling by completing accurate phone discussions to obtain demographic, insurance, financial and appointment related information.
• Build positive relationships with internal and external customers/patients.
• Prioritize and multi-task to meet the demands of a busy office, including answering a high-volume of phone calls.
• Demonstrate professional phone etiquette and take complete and accurate phone messages.
• Must maintain accurate records.
• Comply with HIPAA guidelines as all times
• Must have knowledge of the LCH&D Continuous Quality Improvement Plan.
• Deliver care and services in accordance with the organization's philosophy of "partnership" with patients and integration of the organizations values of Respect, Quality, Compassion and Hope.
• Provide input and recommendations to enhance the growth and success of the organization.
• Make every attempt to meet daily goals and objectives as defined by the organization.
• Assume all other reasonable duties and responsibilities as directed by the organization's leadership.
• It is the responsibility of every employee to ensure that executive management is made aware of any issues that could negatively impact the organization or its relationships with patients, and the community. Also to report any and all violations and infractions against the organization's vision, mission, and values.

EDUCATION AND CERTIFICATION REQUIREMENTS

• Must have a high school diploma or GED.

SKILL AND EXPERIENCE REQUIREMENTS

• Previous experience as a receptionist, secretary, or call center representative in a medical setting is preferred.
• Bilingual Spanish speaking is strongly preferred.
• Experience in patient scheduling preferred.
• Must be able to demonstrate computer knowledge, including: basic Microsoft Office and the ability to navigate and manipulate multiple software applications in a single session.
• Knowledge of medical terminology preferred.
• Ability to maintain a calm and professional demeanor and communicate enthusiastically with patients.
• Ability to be responsive in working with a culturally- diverse patient population.
• Ability to independently coordinate multiple tasks.
• Ability to work cooperatively with others.

PHYSICAL DEMANDS

• Extensive use of computer and telephone.
• Some lifting of supplies and equipment up to 50 lbs.
• 20% walking or standing, 80% sitting at a desk.
• Category II re: exposure to blood, bodily fluids, and communicable diseases.

BENEFITS

• Excellent Training and Orientation Program
• Paid Holidays
• Generous Paid Time Off (PTO)
• Health, Dental, and Vision Insurance
• Prescription Coverage
• Employer Paid Life Insurance
• Employer Paid Short- and Long-Term Disability
• 401(k) Retirement Plan
• Giving back, outreach, and true advocacy to the patient community we serve.

Equal Opportunity Employer