Reporting to the Clinic Site Manager, the Operator will be the liaison between our patients and our clinics. The Call Center Associate will be able to provide initial service support for inbound/outbound calls, schedule appointments, ensure patient data is current and accurate, and effectively address patient, complaints and inquiries keeping the patient experience at the core of every decision.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

1. Schedule appointments and make reminder calls for patients.
2. Answer telephone promptly and in a polite and professional manner.
3. Obtain and enter accurate demographic information into Next Gen (i.e. address, telephone number, name of insurance or self-pay status).
4. Schedule appointment correctly – review appointment date, time, location, and provider name with caller.
5. Inform caller of items to bring to appointment (including insurance card, medications, applicable fees, and verification of income – if applicable).
6. Remind new patients to arrive 30 minutes, and established patients to arrive 10 minutes before scheduled appointment to complete paperwork.
7. Remind patients of cancellation/no-show policy.
8. Answer questions and offer other information, as requested, to provide patient-focused service and a positive experience.
9. Act as a liaison for the patients and the Health Center (i.e. direct calls to other departments as needed).
10. Use sound judgment in handling calls, especially with upset patients.
11. Understanding of when to escalate calls to physicians/site manager/nurse.
12. Provide assistance with mailings and other projects as call volume permits.
13. Responsible for participating in quality improvement projects/activities and accountable for quality and PCMH.
14. Perform all other duties as directed either formally or informally, verbally or in writing.

SUPERVISORY RESPONSIBILITIES:

This job has no supervisory responsibilities.

KNOWLEDGE, SKILLS AND ABILITIES:

• Bilingual (English/Spanish) preferred.
• Basic computer skills required.
• Ability to handle confidential and sensitive information.
• Ability to communicate effectively on the telephone.
• Ability to relate to persons with diverse educational, socioeconomic, and ethnic and ethnic backgrounds.
• Ability to handle a “call center” environment: high call volumes, work quickly and multi-task.
• Ability to exercise good judgment to handle calls appropriately.
• A high standard of professionalism and professional ethics and conduct is expected in speech, manner, attitude and appearance at all times.
• Possess strong interpersonal skills and ability to work well with others.
• Well-developed verbal and written communication skills and the ability to work cooperatively with divergent groups
• Must possess excellent customer service including verbal and written communication.
• Ability to deal effectively with changing situations and stressful environment.
• Ability to perform tasks related to physical activity to complete the responsibilities of the position.

EXPERIENCE AND EDUCATION:

• High School or GED required. Associate’s Degree or related healthcare certification preferred.
• One year of experience in customer service and/or related clinical environment; working knowledge of medical terminology.