Call Center Agent

Statement of Purpose

Under the direct supervision of the Patient Access Representative Director and Call Center Lead, the Call Center Agent greets and makes patient appointments in an efficient and timely manner, answering the telephone and maintaining the highest level of customer service and confidentially.

Essential Functions, Knowledge, Skills And Abilities

• Greet and register patients in a prompt, pleasant and helpful manner. Verify necessary information and records updates in the computer system as needed.
• Responsible for all new patient registration and must input all demographic and UDS information correctly.
• Responsible for accurately updating the patient's address, telephone number, PCP, all other information in the patient's demographics.
• Book, coordinate and reschedule patient appointments.
• Answers the telephone, screens calls, takes messages and relays information to staff as needed.
• Answers patient questions regarding appointments.
• Updates patient profiles.
• Keeps current track of all appointment request through the patient portal and schedules accordingly.
• Coordinate patient movement and report problems to the Patient Access Director and/or Call Center Agent Lead.
• Maintains communication with the back medical staff regarding any delays/problems with the patient schedule.
• Immediately recognizes and reports suspected medical emergencies to the Medical Assistant, LVN, RN or Physician.
• Participates in professional development activities.
• Maintains strictest confidentiality.
• Performs in a professional manner and puts forth their best effort.
• Communicates openly and consistently with Director(s), Supervisor(s) and staff.
• Drives to & from needed assignments or duties (see policy #02-0001 for reimbursement)
• Other duties as assigned related to the Patient Access Department.
• Skill in greeting patients and answering the telephone in a pleasant and helpful manner.
• Ability to speak clearly and concisely.
• Knowledge of medical terminology.
• Develops trust and teamwork with staff and patients.
• Ability to read, understand and follow oral and written instruction.
• Knowledge of simple mathematical computations.
• Must be able to type 35 wpm and 10-key by touch.
• Ability to listen and comprehend the patient's responses.
• Knowledge in software programs - Microsoft office, Excel and Word.
• Knowledge of clinic policy and procedures related to this position.
• Knowledge of grammar, spelling and punctuation.
• Skill in operating a computer, telephone, photo copy machine, calculator, etc.
• Ability to sort and file materials correctly by alphabetic or numeric systems.
• Ability to establish and maintain effective working relationships with patients, staff and the public.
• Ability to react calmly and effectively in emergency situations.
• Demonstration of flexibility with schedules and work assignments to meet the needs of the clinic.
  
  

Required Education And Experience

• Bilingual in English and Spanish is required.
• Minimum Education: High school graduate or GED equivalent required.
• Certificate of Completion or AA/AS Degree in Medical Front Office Reception, Medical Administrative Assistant or similar course required or equal experience.
• One year of customer service experience, preferably in a medical or dental office or clinic setting.
• Current DMV license and proof of insurance.
  
  

Preferred Education And Experience

• Minimum Experience: At least one year experience in health care related field preferred.
  
  

Other Duties

• Maintains a positive and respectful attitude while delivering excellent "customer service".
• Have excellent verbal, written and presentation skills.
• Strong attention to detail.
• Strong analytical skills.
• Communicates with fellow employees, management and supervised employees (if any) on a regular basis.
• Self-motivates to perform department tasks as needed.
• Maintains the strictest confidentiality.
• Performs in a professional manner and puts forth their best effort.
• Communicates openly and consistently with Supervisor(s) and all staff.
• Performs related work as required.
• Demonstrates ability to work harmoniously with others to get a job done.
• Attitude promotes positive work environment.
• Respects others co-workers, business partners and patients.
• Resolves issues and conflicts at the onset by going to the source whenever possible.
  
  

Communicates effectively with team members and provides constructive suggestions to improve team performance.

Work Environment

Office environment with controlled temperature.

Position Type/Expected Hours of Work

This is a full-time position. Days and hours of work are Monday through Friday, 8:00 a.m. to 5:00 p.m. Occasional evening and weekend work may be required as job duties demand.

Travel

Little to no travel is expected for this position. Typical example of travel would be driving to Altura's various clinic locations.

Altura Centers for Health retains the right to change or modify job duties at any time. The above job description is not all encompassing. Needs and requirements may vary according to business needs or necessity. Altura Centers for Health is an employer "at-will" and nothing in this document is intended to, nor does, alter the existing "at-will" employment relationship.

Job Type: Full-time

Pay: $21.00 - $30.30 per hour

Benefits

• 401(k) matching
• Dental insurance
• Flexible schedule
• Health insurance
• Paid time off
• Vision insurance
  
  

Work Location: In person