Medical Call Center Representative

About Hope Christian Health Center

Hope Christian Health Center is a non-profit, faith-based organization operating two clinics in North Las Vegas, a mobile outreach team, and the HCHC Recuperative Care Center (HCHC RCC) in Las Vegas.

The HCHC RCC is a 38 bed inpatient program that offers
primary care, case management, wound care, and other supportive services to clients who are homeless made possible through partnership with the City of Las Vegas.

Our mission is to glorify God as we demonstrate Christ's love to the Las Vegas community by providing excellent, affordable care to everyone regardless of their ability to pay.

JOB SUMMARY: The Call Center Representative is an integral team member of the health center who serves as an introductory staff member to the clinic. They participate in the delivery of excellent medical services in a patient centered medical home environment with an emphasis on the prevention of disease to deliver high quality care to patients. The Call Center Representative answers incoming phone calls, directing callers to the correct department, answering questions, scheduling appointments, verifying insurance coverage, and providing patient instructions prior to their appointment. They serve by verifying the patient’s identity, obtaining the reason for the visit (chief complaint(s)), and update the Medical Records System (EMR) as necessary).

Please note, this position requires fluency in English and Spanish. Candidates who do not speak both languages will not be considered.

DUTIES AND RESPONSIBILITIES:

Administrative Duties

• Promotes and demonstrates Hope values of: Gospel motivation, Prayer, Excellence, Stewardship, Patience, Thankfulness, Humility, Service, Dignity through Relationship and Hospitality and Joy
• Maintains a courteous and professional demeanor at all times; greets individuals and patients as they enter and exit the clinic
• Verifies patient identity, medical insurance, informs patient of Sliding Fee Scale via phone
• Reminds patients of upcoming appointments, follow-up visits, and referrals as applicable
• Manage and resolve patient complaints
• Identify and escalate issues to supervisors
• Maintains and ensures patient confidentiality at all times
• Updates Electronic Medical Record system as needed (scheduling/rescheduling appointments, collection and recording patient co-pays, checking billing notes, collecting fees for service, updating insurance information, entering patient registration information, etc)
• Provides accurate and detailed phone messages to providers and staff by documenting all interactions in EMR
• Screens all incoming phone calls addressing questions and transferring calls as needed
• Return missed patient calls
• Assist other departments in proactive scheduling calls to patients
• Maintains safe, secure, and healthy work environment by establishing and following standards and procedures; complies with legal regulations
• Ensures front office, Call Center, and clinic policies and procedures (as applicable) are followed at all times
• Updates job knowledge by participating in educational opportunities; reading professional publications
• Attends and actively participates in staff meetings
• Performs all other duties as assigned

QUALIFICATIONS:

Education Required:

High School Diploma or equivalent. At least 1 (one) year of front desk experience (including scheduling and insurance verification) in a medical clinic or facility.

Benefits:

• 2 weeks PTO
• 11 paid holidays annually
• Optional 403b retirement plan
• Employer-paid health insurance coverage

Job Type: Full-time

Experience:

• Medical Front Office experience (preferred)

Language:

• Spanish (Required)

Job Type: Full-time

Pay: $16.88 - $19.00 per hour

Benefits:

• Dental insurance
• Health insurance
• Life insurance
• Paid time off
• Vision insurance

Schedule:

• 8 hour shift
• Day shift
• Monday to Friday

Experience:

• Call center: 1 year (Preferred)

Language:

• Spanish (Required)

Work Location: In person