Patient Service Representative I, Call Center

Impact Lives, Impact Community

Family Health Centers of San Diego (FHCSD) is passionate about providing exceptional health care to all, especially underserved communities with limited health care options.

Founded by a Latina grandmother / community advocate over 50 years ago in Barrio Logan, FHCSD has grown into one of the largest community health systems in the country.

With over 62 sites, over 227,000 patients, and over 417,000 visits last year, we provide a wide variety of health care and outreach services to a very diverse patient population.

We are proud of our mission, our lasting community impact, and the cultural and individual diversity of our staff.

Family Health Centers of San Diego is looking for a Patient Service Representative I, Call Center who will function in an independent fashion with minimal direction or supervision, responsible for answering and responding to inbound telephone calls received in the Call Center.

Schedule patient appointments, pre-register patients, and handle various issues and / or complaints. Respond to wide array of questions, and direct calls to the appropriate area across FHCSD.

Responsibilities :

• Answer inbound telephone calls in assisting patients needing information.
• Manage each call in a pleasant, professional, and helpful manner.
• Direct callers to the appropriate area in a timely fashion.
• Provide information requested and ensure caller has all the information necessary.
• Assist patients with scheduling appointments, rescheduling or canceling appointments, and completion of pre-registration items as necessary following patient appointment scheduling guidelines.

Accurately document outcomes.

• Input all related information on calls received into the computer system accurately and timely.
• Appropriately manage unusual circumstances and issues that may arise, and consult with supervision in resolving more complex issues.
• May assist in training staff on Call Center protocols, policies, and procedures,
• May provide input on process improvement protocols to ensure Call Center functions at the highest level in providing outstanding customer service.
• Perform other duties as assigned.

Requirements :

• High school diploma or GED equivalent required.
• Minimum 1 year of experience working in a Call Center environment.
• Possess clear speaking voice and diction.
• Knowledge of medical terminology and / or medical front office procedures required.
• Bilingual in Spanish / English required.
• Ability to communicate effectively with callers who speak English as a second language.

Rewards :

• Job Type : Regular Full-Time
• Competitive Salary with Excellent Benefits
• Retirement Plan with Employer Match
• Paid Time Off, Extended Sick Leave and Paid Holidays
• Medical / Dental / Vision / FSA / Life Insurance
• Employee Discounts and Wellness Programs

The successful candidate will have a demonstrated commitment to community medicine and providing culturally competent care to the medically underserved.

In the spirit of pay transparency, we are excited to share the base range for this position, exclusive of fringe benefits or potential bonuses.

$22.00 - $26.29

If you are hired at Family Health Centers of San Diego, your final base salary compensation will be determined based on factors such as geographic location, jurisdictional requirements, skills, education, and / or experience.

In addition to these factors - we believe in the importance of pay equity and consider internal equity of our current team members as a part of any final offer.

Please keep in mind that the range mentioned above is what we reasonably expect to pay for the role. Hiring at the maximum of the range would not be typical in order to allow for future and continued salary growth.

We also offer a generous compensation and benefits package (more information on our benefits offerings is available here : FHCSD Wellness - Employee Hub (gobenefits.net)