Call Center Representative

Description

Job Summary:

Under the supervision of the Call Center Manager, the Call Center Representative is responsible for ensuring a positive and effective experience for every patient/client that contacts DAP Health’s Centralized Call Center. The Call Center Representative answers calls in a timely manner, identifies and addresses the callers’ needs; this requires strong communication skills, problem-solving abilities, and the ability to work efficiently in a fast-paced environment.  Is expected to meet key performance measures related to abandoned call rate, wait time, call handling time and high-quality customer service. Additionally, must be patient, empathetic, and attentive to the caller’s needs.                                                     

Essential Duties and Responsibilities:

• Schedules patient appointments appropriately according to DAP Health’s provider templates and protocols
• Completes full patient registration, ensure questions related to UDS measures are complete.
• Verifies patient demographics when scheduling appointments.
• Runs, reviews, and demonstrates understanding of insurance eligibility.
• Effectively explain DAP Health’s services to new and existing patients
• Gathers information and relates that information efficiently and effectively to appropriate departments.
• Assists patient with information regarding FQHC Sliding Fee Scale and other programs, schedules patients with the appropriate departments for program enrollment as needed.
• Monitors and responds to website inquiries requesting new patient information.
• Monitors provider schedules to identify missed opportunities, ensures providers schedules are maximized.
• Acts as a patient liaison with other departments
• Monitors and responds to department voicemails, patient portal messages, and afterhours messages.
• Seeks and supports changes in department workflows, suggests improvement and participates in call center huddles and team meetings.
• Maintains patient confidentiality as required by HIPAA in all day work.
• Schedules different types of appointment for patients, depending on their needs.
•  Able to differentiate between clinical vs non-clinical telephone calls and direct clinical calls to a nurse or on call provider as needed
• Answers all incoming calls within 3 rings and answers calls in a courteous and professional manner- following DAP telephone script.
• Provides all customers with consistent quality service.
• Works in a DAP Health Clinic as needed.
• Supports Quality initiative, completes recalls and patient calls as needed.
• Performs other duties, as assigned.

Qualifications

Qualifications:

Minimum Qualifications (Education and Experience):

• One year of experience (preferred) in medical front office operations – including but not limited to, registration process, use of medical terminology, medical insurance.
• Previous experience working with Electronic Health Records.

Knowledge, Skills, and Abilities:

• Ability to maintain recognized medical industry standards of high quality, client-centered services that are HIPAA compliant.
• Proficiency in MS Office applications.
• Computer expertise in database input.
• Excellent and effective communication skills, both written and oral.
• Excellent customer service skills.
• Experience working with LGBTQ and homeless community, preferred.
• Bilingual in Spanish, Arabic preferred.

Schedule: Available for all shifts and, when required, able to work evenings and weekends.