Call Center Agent - Bilingual
Company: Petaluma Health Center Inc
Location: Petaluma
Posted on: May 7, 2022
Job Description:
Job DescriptionPetaluma Health Center is an eleven-time award
winner in the North Bay Business Journal's Best Places to Work for
2020, 2019, 2018, 2017, 2016, 2015, 2014, 2013, 2012, 2011 and 2009
and we were named as one of the Healthiest Companies in the North
Bay' by the North Bay Business Journal for the last 5 consecutive
years. The Petaluma Health Center's mission is to provide high
quality health care with access for all in Southern Sonoma County &
West Marin. We pride ourselves on our Patient-Centered care while
maintaining an engaging environment for our staff. The Center
accomplishes this mission through collaborative, innovative
programs, services and referral resources that meet the economic
needs of the entire community.FULL TIME EMPLOYEE BENEFITS:
- 21 Days of Paid Time Off
- 6 Paid Holidays
- Medical Insurance (Entire deductible paid by us!)
- 30 Chiropractor and Acupuncture visits per year included with
enrollment in our health insurance plans (Kaiser and WHA)
- Dental Insurance
- Vision Insurance
- Gym Membership Discounts at Synergy Health Club and 24-Hour
Fitness!
- 401K Matching after 1 year of employment
- Flexible Spending Account, Dependent Care FSA
- Life Insurance (included at no cost to the employee)
- Long Term Disability (included at no cost to the employee)
- Employee Assistance Program (included at no cost to the
employee) Summary: Call Center Agent delivers exceptional patient
customer service through all channels of support over the phone.
Call Center Agent is responsible for promptly answering calls,
scheduling appointments, phone coding and navigating clients and
customer needs.Patient Experience:
- Responsible for driving a positive patient customer service
experience through multiple support channels including the patient
portal, website and messaging systems
- Respond to inquiries from patients and outside agencies and
refer, when necessary, to the appropriate person or department
- Adhere to all organizational policies, HIPAA regulations and
Joint Commission guidelinesOperations:
- System knowledge; creating and updating computerized patient
records in PHI systems
- Monitor and maintain goal levels of calls per hour, calls
placed on hold, ring no answer, transfer out and availability in
Queue.
- Responsible for maintaining own technical knowledge of IT
systems and utilizing internal messaging systems and PHI
systems
- Utilize wiki for day to day job responsibility
- Schedule appointments according to policies and procedures,
appointment matrix, proper visit types, and other current
guidelines.
- Accurate capturing of patient demographics information,
insurance information and structured data into PHI systems during
each phone encounterAdministrative Support:
- Responsible for extensive knowledge of appointment protocols
(new patient, controlled medication screening, mental health,
women's health and etc.)
- Conduct Confirmation calls and responsible for informing
patients of forms/documents necessary for the appointment
- Assist in recall process
- Create telephone encounters, messages, email, notations and
assign properly to staff
- Responsible for knowledge of programs/insurance
- Phone functionality (answer phones, park calls, transfer calls,
conference calls, vocera)
- Promptly follow up on telephone encounters/actions
- Responsible for referring calls to nurse triage based on
protocols and policies
- Perform other duties as assigned by Supervisor and/or
Manager
Qualifications: To perform this job successfully, an individual
must be able to perform each essential duty satisfactorily. The
requirements listed below are representative of the knowledge,
skill, and/or ability required.Education/Experience:
- High School or equivalent or higher education
- Minimum of one year experience in a health care related field
or customer serviceDesired Skills:
- Strong communication skills, verbal and written
- Experience and demonstration of strong customer service
skills
- Excellent oral and written communication skills
- Basic working knowledge of insurance coverage, claims
submission and preauthorization process
- Sensitivity to the needs and situations of multi-cultural
populations from a variety of income levels
- Excellent attention to detailLanguage Skills: Ability to
effectively present information and respond to questions and
requests from patients, co-workers, and others as necessary.
Bilingual in English and Spanish; verbal required, written
preferred.Mathematical Skills: Ability to add, subtract, multiply,
divide in all units of measure, using whole numbers, common
fractions and decimals.Reasoning Ability: Ability to recognize
problems, collect data and establish facts.Computer Skills: High
level of computer literacy and proficient in MS Office (Word, Excel
and Outlook), electronic medical records, web applications and the
ability to type 35 words per minute.
Keywords: Petaluma Health Center Inc, Petaluma , Call Center Agent - Bilingual, Other , Petaluma, California
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