Call Center Representative

A. Position Summary

Under the direct supervision of the Billing and Coding Manger and / or Call Center Supervisor collects patient information, performs extensive data entry, and may work on assigned projects.

B. Essential Duties and Responsibilities

• Schedules patients for appointments with Health Clinics
• Works with Health Center Managers with schedules
• Works with PCF’s to help manage referrals
• Follows up on return mail for FCCH and works with the sites to get updated information
• Responsible for patient account confidentiality.
• Performs miscellaneous job-related duties as assigned.
• Answer calls and respond to emails
• Handle customer inquiries both telephonically and by email
• Research required information using available resources
• Provide patients with program information
• Update existing patient information
• Identify and escalate priority issues
• Route calls to appropriate resource
• Document all call information according to the standard operating procedure

Requirements

C. MINIMUM EDUCATION AND EXPERIENCE

• High school diploma or GED; and
• One year of call center experience preferably in a healthcare setting and overall average of 80% on data entry and typing tests
• Experience with Microsoft Office Suite;
• Bilingual English / Spanish preferred.

D. LICENSES / CERTIFICATIONS REQUIRED

N / A

E. KNOWLEDGE, SKILLS, AND ABILITIES REQUIRED

• General knowledge of computerized practice management systems.
• Proficient in relevant computer applications
• Ability to learn billing and collection system within federally chartered community health centers.
• Ability to communicate with tact and diplomacy with diverse groups of people to include patients, staff, and providers.
• Ability to work on a variety of assignments.
• Ability to work with others in a problem solving and team environment and to work alongside staff as needed.
• Attention to detail
• Exceptional listening skills
• Customer service oriented
• Records maintenance skills.
• Knowledge of customer service principles and technology
• Adaptability, team work, and stress tolerance
• Ability to learn Medicare, Medicaid and other third party payers.
• Knowledge and familiarity with compliance program. Cooperate fully and comply with laws and regulations.

F. Age of Patients Served

None

G. COVID-19 VACCINE REQUIRED

COVID-19 Vaccination required as a condition of employment. Individuals with medical issues or religious beliefs that prevent them from getting the vaccine may request an exemption from the vaccine requirement at the time an offer is delivered.

H. PHYSICAL CHARACTERISTICS / WORKING CONDITIONS

A person in this position has to be able to prioritize and respond to the diverse demands of the position. There are frequent opportunities to relax from any physical exertion, change position in work activities, or break from computer application tasks.

• Physical Effort and Dexterity : Good dexterity to operate personal computer and office equipment. Occasional lifting and carrying related to office duties.
• Machines, Tools, Equipment required to be operated : Capable of using office machines and personal computers for word processing, data entry and spreadsheet applications.
• Visual Acuity, Hearing, Speaking : Must be able to read a computer monitor and outputs accurately. Must be able to communicate clearly and accurately for work and safety compliance.
• Environment / Working Conditions : Work is mostly inside an office in a controlled environment. Normal office safety precautions and practices are required.

Work regularly scheduled Monday-Friday, although weekends and evenings may be required to meet deadlines.