SAC Health: HSP - FM Appointment Center Agent Lead- San Bernardino, CA

Website SAC Health

Location: San Bernardino, CA, USA

Pay: 20.17-23.20 per hour Pay is commensurate to years of experience


Full Time

Full Benefits Package; PTO and Sick Leave Plans

About SAC Health:

SAC Health’s mission is to reflect the healing ministry & love of Jesus Christ through healthcare, education & partnerships that empower our communities to flourish.

SAC Health’s Core Values:

Quality Healthcare – providing patient-centered, culturally-sensitive, equitable care that is safe, timely, effective, efficient, while seeking to prevent illness & disability
Teamwork – working together to achieve a common goal, with a willingness to serve each other in a Christ-like manner
Wholeness – ministering to the spiritual, physical, mental & emotional needs of others
Integrity – living & working in an authentic, honest way that inspires trust
Compassion – engaging with the needs & suffering of others, out of concern for their well-being
Excellence – striving to exceed expectations for our patients, community, & staff
Humble Service – caring with a kind & selfless spirit
Respect – holding others in high regard by empowering them to reach their God-given potential


The Appointment Center Lead is primarily responsible for answering inbound calls for all of SAC Health’s departments in a positive, timely, and professional manner. Schedule, confirm, cancel, and amend appointments as well as verify, update, and/or correct insurance information in the company provided computer system and software. The lead is also responsible for overseeing the workflow and all activities of the Appointment Center Agents within the department to ensure schedule adherence, phone availability, and to ensure immediate and professional service is provided to each inbound call. The lead will assist with conflict resolution, deliver coaching to Appointment Center Agents as needed and/or asked, and will work in a manner to boost morale and increase productivity within the department. The lead will accept and process escalated calls, serve as the liaison to other departments, attend meetings upon request, and perform other tasks and duties as assigned by the department Supervisor, Manager, and/or Director.

Schedule: 4/10, 10 hours per day, Tues – Fri, 8:30 am – 7pm


  • Answer inbound calls in a warm, friendly, and timely manner.
  • Brand each call according to SAC Health’s expectations and standards
  • Communicate with patients and staff in a clear tone, pleasant language, and positive attitude.
  • Provide accurate information for all inquiries regarding appointment information, appointment location, and doctor assignment and availability.
  • Schedule, cancel, and amend appointments in the company provided computer system and software for all of SAC Health patients and departments accurately.
  • Validate, update, and/or correct insurance information in the company provided computer system and software as needed for all of SAC Health patients
  • Confirm eligibility status on a variety of payer sources when scheduling appointments.
  • Ability to maintain composure and professionalism while always working with patients and staff.
  • Able to work with minimal supervision and maintain positive rapports while operating within a group/team setting
  • Ability to meet individual, departmental, and company expectations and goals
  • Adhere to all department and company policies and procedures, including, but not limited to the call standards and attendance policies
  • Analyze and plan against departmental reports with the Appointment Center Supervisor.
  • Assist Appointment Center Agents with achievement of team and individual goals.
  • Work cohesively with the Appointment Center Supervisor, Patient Access Trainer and other Leads throughout the organization to ensure efficiency
  • Communicate any issues, trends, and/or continuous improvement opportunities to the Appointment Center Supervisor and Manager the same business day, but no more than 24 hours upon discovery.
  • Communicate any provider schedule conflicts or discrepancies to the appropriate Provider Scheduler via email.
  • Basic knowledge of SAC’s referral process.
  • Demonstrate the ability to be culturally sensitive and respect diversity, work effectively and with individuals of different cultures and socioeconomic status; Passion for service.
  • Other duties as assigned.


  • Education: High school diploma or equivalent required. Medical terminology and additional studies in business preferred.
  • Licensure/Certification: Medical Assistant Preferred, but not required.
  • Experience: Minimum of two (2) year’s experience in a Call Center/Appointment Center required. Front or back medical office preferred. As a requirement of this position, you must receive EPIC certification for the module you have been hired into.
  • Essential Technical/Motor Skills: Telephone skills and computer competency required. Ability to calculate figures and amounts such as discounts and percentages is required.
  • Interpersonal Skills: Effectively communicate with all levels of personnel, students, and patients by phone, in writing and in person. Must be able to read, analyze and interpret procedures from various payer sources. Must possess basic writing skills.

Must be legally authorized to work in the United States on a full-time basis. Must not now or in the future require sponsorship for employment visas.


Full Benefits Package:

  • PTO and Sick Leave Plans
  • Medical / Dental / Vision package
  • Monthly Health Insurance Premium Rates among the lowest in the industry
  • Retirement Account with up to 8% employer contribution
  • Employer-paid Life Insurance
  • Fitness Facility access
  • 9 Paid Holidays
  • 1 Paid Birthday Holiday
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