Contact Center Representative

Position Purpose: The Contact Center Representative at Families Together of Orange County is a pivotal figure dedicated to delivering exceptional customer service. This role, reporting directly to the Contact Center Supervisor, focuses on efficiently scheduling medical and dental appointments, answering patient inquiries, directing calls, and facilitating effective communication with various clinic departments across three locations. In addition to playing a central role in the organization's Contact Center, representatives serve as key liaisons between FTOC and its customers, collaborating seamlessly with clerical services staff to support direct patient services. Their flexible and proactive "can-do" approach underscores their significance as the primary point of contact for patients, embodying the face and voice of FTOC.

Core Duties and responsibilities, include but are not limited to:

1. Efficiently handle a high volume of incoming calls in a timely manner.
2. Exhibit exceptional customer service skills.
3. Validate and update patient demographics, including insurance information, as needed.
4. Confirm patient appointments in accordance with the appointment policy.
5. Contact and reschedule appointments for no-shows as required.
6. Schedule, reschedule, and follow up on appointments across all service lines, as assigned.
7. Participate in outreach campaigns as assigned, actively contributing to community engagement and promoting the organization's services.
8. Set alerts for required information in the EHR.
9. Demonstrate the ability to prioritize and complete multiple tasks promptly.
10. Document information in a professional manner.
11. Educate patients on clinic scheduling rules, no-show policies, and rescheduling procedures.
12. Reconcile the daily schedule.
13. Uphold patients' rights by maintaining the confidentiality of personal and financial information.
14. Adhere to compliance rules and regulations to prevent fraud and abuse.
15. Collaborate with FTOC staff across various departments and specialties.
16. Attend necessary off-site and on-site meetings.
17. Perform additional duties as assigned by the supervisor or manager.

Education and Training:

• Completion of a certified Nutritionist training program.
• Bilingual: Spanish (Required)

Qualifications, Skills, and Experience:

1. High School Diploma or equivalent (GED) required.
2. Minimum 2 years of experience as Appointment Coordinator.
3. Bilingual: Spanish (Required)
4. Must be able to multitask in an extremely fast-paced environment
5. Have good computer skills along with attention to detail, be a confident and professional communicator and be responsive to internal and external customer needs in a personable manner.
6. Knowledgeable of an electronic health record (EHR) system

Teamwork and Interpersonal Skills:

1. Displays an awareness of others' needs and consistently acts in their best interests.
2. Exhibits courtesy, mutual respect, and compassion in all interactions with others.
3. Takes the initiative to propose constructive solutions to challenges.
4. Recognizes and respects differences while actively seeking more effective communication approaches.
5. Demonstrates a positive and professional response to changes and challenges.
6. Nurtures positive working relationships and contributes to a collaborative work environment.
7. Exhibits effective teamwork, working cohesively to support the organization in achieving its goals and objectives.
8. Adapts smoothly to shifting workplace priorities.
9. Attends and actively participates in scheduled meetings, whether weekly, bi-weekly, or monthly.

Work Schedule:

• General work hours are Monday to Friday 9 a.m. to 6 p.m. and Saturdays 8:30 am – 4:00pm on a rotating basis, however, start times will vary, depending on organizational, staffing, community, and patient needs.
• Work schedules are subject to change based on organizational, staffing, community, and patient needs. As such, FTOC may need to modify work schedules to meet such needs.
• Saturday work schedules will also be effected or implemented due to organizational, staffing, community, and patient needs as FTOC continues to grow and expand work days and hours.
• Overtime may also occur due to organizational, staffing, community, and patient needs.

Travel Requirements:

• Occasional and consistent travel will be required for this position, based on assignment. Must be able to travel to FTOC sites as needed, including short notice.

Physical Demands and Working Conditions:

• The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
• While performing the duties of this job, the employee may be required to drive to FTOC facilities as needed. The ability to sit for extended periods of time. The employee must occasionally lift and/or move up to 25 pounds.

*This job description in no way states or implies that these are the only duties to be performed by the employee. He or she will be required to follow any other instructions and to perform other duties, within scope, as assigned by his or her supervisor. 

FTOC’s Expectations of all Employees

• Adheres to all FTOC Policies and Procedures.
• Conducts oneself in a manner that consistently upholds FTOC’s core values.
• Maintains a positive and respectful attitude with all work-related contacts.
• Communicates regularly with immediate supervisors about departmental and FTOC concerns.
• Reports to work consistently as scheduled, prepared to perform the duties of the position in a timely manner.
• Meets productivity standards and performs duties as workload necessitates.
• Participates in training on all Learning Management Systems (LMS) using self-learning models from FTOC’s EMR and MedTrainer.

Families Together of Orange County (FTOC) is proud to be an equal opportunity employer.  FTOC does not discriminate based on race, color, creed, sex, sexual orientation, gender identity or expression, age, religion, national origin, disability, ancestry, marital status, veteran status, medical condition, or any protected category prohibited by local, state or federal laws.