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SalaryPOSITION TITLE: Call Center Representative
DEPARTMENT: Primary Care
LOCATION: West Sacramento
REPORTS TO: Operations Manager, Patient Access and Call
About CommuniCare+OLE
Established in 2023, CommuniCare+OLE is the result of a union of two health centers with deep roots in 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+OLE is a network of federally-qualified health 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 enrollment assistance to 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.
The following statements are intended to describe the major elements and requirements of the position and should not be taken as an all-inclusive list of responsibilities, duties, and skills required of individuals assigned to this job.
JOB SUMMARY: Call Center Representatives work under the Operations Manager and is responsible for assisting patients with handling and triaging phone calls, scheduling appointments, responding to questions, and documenting within the electronic health record. Our company culture is anchored in our belief that everyone has right to compassionate, respectful, and responsive services, regardless of ability to pay.
EDUCATION, EXPERIENCE, TRAINING
- High School Diploma or GED required
- One year experience in medical office, hospital or clinic preferred
- Administrative and customer service experience in a busy customer service-related environment is required
- Experience working in a health clinic or demonstrated commitment to low-income populations preferred.
- Bilingual English/Spanish or English/Russian preferred
KNOWLEDGE OF WORK
1.
Answers phone and schedules patient appointments providing accurate information to patients regarding a variety of programs and services
2.
Pre-registers all patients and places reminder calls to patients to confirm appointments.
DUTIES AND RESPONSIBILITIES
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.
Gives full attention to the customer. Demonstrates promptness and shows initiative in responding to customers.
6.
Routes call to appropriate department for continued assistance as necessary.
7.
Manages information entry into the electronic health record such as faxes, previous medical records, radiology results, and assists with communication with other medical facilities through the electronic health record.
8.
Enforces patient privacy and confidentiality guidelines with all clients.
9.
Assists with other administrative projects and tasks as needed.
