Call Center Representative

Description

Job Title Call Center Representative 

Position Code: B08N Non-exempt

Department: Health Center Operations

Union Exempt: No

The following statements are intended to describe the general nature and level of work being performed. They are not intended to be construed as an exhaustive list of all responsibilities, duties and skills required of personnel so classified. 

A. Position Summary

Under the direct supervision of the Billing and Coding Manger and/or Call Center Supervisor collects patient information, performs extensive data entry, and may work on assigned projects.

B. Essential Duties and Responsibilities

1. Schedules patients for appointments with Health Clinics
2. Works with Health Center Managers with schedules
3. Works with PCF’s to help manage referrals
4. Follows up on return mail for FCCH and works with the sites to get updated information
5. Responsible for patient account confidentiality.
6. Performs miscellaneous job-related duties as assigned.
7. Answer calls and respond to emails
8. Handle customer inquiries both telephonically and by email
9. Research required information using available resources
10. Provide patients with program information
11. Update existing patient information 
12. Identify and escalate priority issues
13. Route calls to appropriate resource 
14. Document all call information according to the standard operating procedure

Requirements

C. MINIMUM EDUCATION AND EXPERIENCE

1. High school diploma or GED; and 
2. One year of call center experience preferably in a healthcare setting and overall average of 80% on data entry and typing tests
3. Experience with Microsoft Office Suite;
4. Bilingual English/Spanish preferred.  

D. LICENSES/CERTIFICATIONS REQUIRED

N/A

E. KNOWLEDGE, SKILLS, AND ABILITIES REQUIRED

1. General knowledge of computerized practice management systems. 
2. Proficient in relevant computer applications
3. Ability to learn billing and collection system within federally chartered community health centers.
4. Ability to communicate with tact and diplomacy with diverse groups of people to include patients, staff, and providers.  
5. Ability to work on a variety of assignments.  
6. Ability to work with others in a problem solving and team environment and to work alongside staff as needed. 
7. Attention to detail
8. Exceptional listening skills
9. Customer service oriented
10. Records maintenance skills.
11. Knowledge of customer service principles and technology
12. Adaptability, team work, and stress tolerance
13. Ability to learn Medicare, Medicaid and other third party payers.
14. Knowledge and familiarity with compliance program. Cooperate fully and comply with laws and regulations. 

F. Age of Patients Served

None

G. PHYSICAL CHARACTERISTICS/WORKING CONDITIONS

A person in this position has to be able to prioritize and respond to the diverse demands of the position. There are frequent opportunities to relax from any physical exertion, change position in work activities, or break from computer application tasks.

1. Physical Effort and Dexterity: Good dexterity to operate personal computer and office equipment. Occasional lifting and carrying related to office duties. 
2. Machines, Tools, Equipment required to be operated: Capable of using office machines and personal computers for word processing, data entry and spreadsheet applications. 
3. Visual Acuity, Hearing, Speaking: Must be able to read a computer monitor and outputs accurately. Must be able to communicate clearly and accurately for work and safety compliance.
4. Environment/Working Conditions: Work is mostly inside an office in a controlled environment. Normal office safety precautions and practices are required. Work regularly scheduled Monday-Friday, although weekends and evenings may be required to meet deadlines.