Call Center

What we offer:

Benefits:

• Medical
• Dental
• Vision
• FSAs/HSAs
• Accident/Hospital
• Retirement Plan
• + other Employee & Family Support Programs

Other Perks: Flexible Schedules, 4 weeks of PTO, Paid Holidays, Growth Opportunities/Career Ladders
Compensation: Approximately $18.90 - $21.91 per hour to start, or more if candidate has significant previous Call Center experience. All individual pay rates are calculated based on the candidate's experience and internal equity.

What our employees have to say about working at Clinica:

• "I love my work/life balance."
• “I feel welcomed and appreciated by those I work with each day.”
• “This is a supportive and close knit work environment."
• “Our supervisors encourage our growth."
• "I love helping people and supporting my community."

Overview of Role:

*Full-Time Schedule:Monday-Friday from 7:45am-5pm. 40 hours per week.*
**This is an in person position at our Pecos clinic.**

Ensure incoming calls are handled professionally, courteously and efficiently and callers have their needs met and a satisfying experience when calling Clinica Family Health.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

• Answer incoming calls professionally.
• Responsible for intake of New Patient that includes creating charts, scheduling and educating New Patients.
• Verify and update patient demographics with each patient related call as needed.
• Screen callers to determine needs.
• Screen for duplicate charts and follow duplicate chart process.
• Screen for bad address alerts and follow bad address process.
• Follow Alerts on patients’ chart to schedule and transfer appropriately.
• Schedule, cancel, confirm or reschedule appointments according to the scheduling guidelines.
• Transfer calls and take/send messages according to protocol.
• Answer caller questions according to protocol.
• Provide exceptional customer service to all callers.
• Maintain cultural sensitivity when dealing with customers and coworkers.
• Take part in collaborative working relationships in the organization that include participation in PDSA’s, work groups or committees. Report back relevant information to the CC Manager and Supervisors.
• Responsible for creating Patient Experience Forms on behalf of caller’s request and sending them to the appropriate departments. Should we create these or send them to the Ops phone at the pertaining site?
• Responsible for updating preferences to ensure access to our patients.
• Responsible for reading, responding to and managing communications via Outlook regarding organization and departmental updates.

POSITION QUALIFICATIONS:

Education and Experience:

• High School diploma or GED preferred.
• One year phone service preferred.
• One year medical facility preferred.
• Customer service experience required.
• Strong telephone etiquette and excellent keyboard skills.
• Excellent ability to quickly grasp complex guidelines, protocols and rules for scheduling and managing patients.

Knowledge, Skills and Abilities:

• Fluency in Spanish preferred but not required.
• Good telephone etiquette and excellent keyboard skills.
• Excellent grasp of Call Center guidelines, protocols and rules for scheduling and managing patients.
• Excellent interpersonal skills enabling the person to be able to react effectively and calmly in emergencies and within strict guidelines.
• The capacity to maintain the trust of the customers as well as customer confidentiality.
• Possess multi-tasking abilities.
• Good attention to detail.
• Ability to function well in a hi-stress, fast-paced work environment.

Clinica Family Health is an Equal Opportunity Employer. We prohibit unlawful discrimination against applicants or employees on the basis of age 40 and over, race, color, religion, national origin, sex, disability, sexual orientation, gender identity, or any other applicable status protected by federal, state, or local laws.