CALL CENTER OPERATOR

Description

Sun Life Health is looking to hire someone like you!

Are you looking to become a part of an organization where you can grow not only in your career but as a person? Then Sun Life Health is where you want to be! We are delighted to share an exciting opportunity for a Call Center Operator.

Sun Life Health is a healthcare organization of caring people that are guided by our core values of excellence, integrity, inclusion, education, and innovation. We have been a part of the community since 1976. We make a difference in our patients' lives by searching for talented, passionate people to join our team. Like you!

Here at Sun Life Health, you will become a valuable part of our mission, vision, and culture. Joining us means you will become a part of a collaborative environment, as we encourage new initiatives, fresh ideas, and a passion for community change.

JOB DESCRIPTION

We are looking for a Call Center Operator to provide services to patients, assist clinical staff with patient care by receiving telephone calls, scheduling appointments, routing calls to appropriate staff or department, take messages when necessary, and schedule electronic appointment requests. The following are some of the essential functions you would be responsible for:

ESSENTIAL FUNCTIONS

• Answer telephone calls for all Family Practice, Pediatrics and OB/GYN offices in a timely and professional manner
• Schedules appointments for all Family Practice, Pediatrics and OB/GYN offices to meet patient and provider requirements, in a friendly and professional manner.
• Routing calls to the appropriate department or staff member when necessary
• Determine urgency of the call, and transfer to the Clinical Triage Nurse when appropriate
• Assist staff by recording messages for providers/medical staff and routing the messages to the appropriate provider work list
• Receives refill request and routes them to the appropriate clinic department.
• Verify/Update patient information (address, telephone number) and document insurance changes for Front Desk to modify or verify in advance.
• Ensure compliance with all HIPAA requirements. Maintain patient confidence, and protect clinic operations by keeping confidential, and following release of information protocol.
• Use 2-person identifier to minimize errors and to assure confidentiality (verify caller is on PHI, POA or a legal parent/guardian on file)
• Verity proper documentation and reports are on file prior to scheduling appointment (i.e. pre-op clearance paperwork)
• Provide patient with information regarding cost for consultations for self-pay patients (approximation of cost based on the Pricing Cheat Sheet)
• Provide callers general driving directions, or answer general questions regarding our clinic, all while protecting clinic operations by keeping information confidential.
• Receives telephone-encounters from Providers to call and schedule patients, as well telephone-encounters from patients requesting appointments.
• Assist with the call overflow of other scheduling departments.
• Create electronic patient charts for new patients as needed or requested.
• Advise uninsured patients of our sliding-fee program, and transfer to Outreach to schedule an appointment.
• Assist patients with registering to the Patient Portal/Healow App (setting/resetting passwords, unlocking accounts, providing user information, and provide instructions)

Qualifications

KNOWLEDGE, SKILLS, AND ABILITIES:

• Ability to answer multi-line telephone system.
• Bilingual (English/Spanish) preferred
• Computer literate
• Ability to work in a fast-paced environment.

EDUCATION AND EXPERIENCE:

• High school diploma or equivalency
• Experience answering a multi-line telephone system.

COMPENSATION:

Salary: $14.50 - $16.50
***Compensation is dependent on relevant years and months experience***

WHAT YOU'LL LOVE ABOUT US!

• Great Company Culture.
• Work that Stays at Work. Genuine work/life balance is served here!
• Rest and Relaxation. 2 weeks paid time off, 10 paid holidays, and sick time.
• Health Benefits. Medical with HSA and FSA options, dental, vision, Life, Short- & Long-Term Disability Insurance
• Prepare for the Future. 403-(b) retirement plan

Diversity

We are dedicated to diversity and inclusion. We respect the human experience through sensitivity and non-judgmental acceptance of all people and their needs.

Equal Opportunity

Sun Life Family Health Center, Inc. ("SLFHC") is an equal opportunity employer. In accordance with applicable law, we prohibit discrimination against any applicant or employee based on any legally-recognized basis, including, but not limited to: veteran status, uniformed service member status, race, color, gender, religion, sex, pregnancy (including childbirth, lactation or related medical conditions), age (40 and over), national origin or ancestry, physical or mental disability, genetic information (including testing and characteristics) or any other consideration protected by federal, state or local law. Our commitment to equal opportunity employment applies to all persons involved in our operations and prohibits unlawful discrimination by any employee, including supervisors and co-workers.

Drug-Free Work Environment

Sun Life Health supports a drug-free work environment.