Call Center Representative I

RESPONSIBILITIES

• Staffs queue for one specific region, such as San Diego or Riverside

• Answers telephone calls promptly and in a polite and professional manner

• Answers questions and offer other information, as requested, to provide patient-focused service and a positive impression of the organization

• Schedules and confirms patient appointments according to established guidelines and reschedules as necessary

• Educates patients on available programs offered through Neighborhood Healthcare, including MyCare Portal and enrolling patients in our texting confirmation program

• Maintains professionalism with all patients including potentially upset or difficult members

• Monitors provider schedules for openings to ensure maximum utilization of all available appointments

• Works in collaboration with clinic staff to identify and resolve patient issues or concerns

• Obtains and enters accurate demographic information into ECW, such as address, telephone number, insurance provider, etc.

• Directs/redirects calls to appropriate departments as needed

• Determines when complex customer inquiries or complaints may be transferred to a clinic or call center supervisor or manager

• Deliver on call center KPI’s: quality, average handle time, adherence to schedule, accuracy, etc.

EDUCATION/EXPERIENCE

• High school/GED required

• One year customer service or call center experience preferred

• Experience working with healthcare environment preferred

• Bilingual skills (English/Spanish) or (English/Arabic) required by site

ADDITIONAL QUALIFICATIONS (Knowledge, Skills, and Abilities)

• Excellent verbal and written communication skills, including superior composition, typing and proofreading skills

• Ability to interpret a variety of instructions in written, oral, diagram, or schedule form

• Knowledgeable about and experience with medical terminology

• Ability to successfully manage multiple tasks simultaneously

• Excellent planning and organizational ability

• Ability to work as part of a team as well as independently

• Ability to work with highly confidential information in a professional and ethical manner

Neighborhood Healthcare offers a generous benefit plan that includes: Medical, Dental, and Vision Plans. Two plus weeks of vacation, Nine Holidays including two Floating Holidays of your choosing, Sick/Personal time, Volunteer Time Off (VTO), 403b Retirement plan (similar to a 401k), optional Health and Wellness events, and much more!

Pay range: $21.00 - $23.75 per hour, depending on experience.

Compensation Disclosure: The posted salary range reflects the designated pay grade for this position. While this range represents the broader classification of the role, actual compensation will be based on several factors, including but not limited to: the candidate’s overall knowledge, skills, and experience, market data and industry benchmarks, internal equity within the organization, Budgetary considerations and organizational needs. As a result, placement within the range is not guaranteed, and the full pay grade range may not be utilized.