Call Center Specialist

Job Title: Call Center Specialist

General Statement of Duties:

Answers all incoming calls. Schedule and reschedule patient appointments. Update patient demographics and insurance in the patient management system. Efficiently transfer calls to appropriate staff and departments. May be asked to cover shifts in the front office where in addition to answering phone calls, will be asked to greet patients, check them in or out for their appointments, collect payments, verify insurance eligibility, confirm appointments, and complete Medi-Cal Gateways and Family Pact certification applications.

General Duties:

1. Answer all incoming phone calls.
2. Resolve phone calls with scheduling, rescheduling, confirming appointments, creating or updating telephone notes.
3. Transfer calls to appropriate staff and/or departments.
4. Greet patients and notify appropriate personnel of patients’ arrival.
5. Obtain and /r update patient demographic information in system.
6. Verify insurance eligibility and complete confirmation calls on a daily basis.
7. Assist patients with demographic paperwork
8. Answer phones take and follow-up on messages, route to appropriate personnel.
9. Enter scheduling changes into computer.
10. Track no show appointments and give to Operations Manager when action is necessary.
11. Share all front office duties with other staff members.
12. Maintain information in a confidential manner.
13. Document all pertinent information in patient’s electronic medical record (EMR) according to Western Sierra Medical Clinic's Policies and Procedures.
14. Upholds Western Sierra Medical Clinic's Policies and Procedures, infection control standards, applicable state, federal and local laws.
15. Quality Improvement Duties:
    a) Participates in quality improvement activities;
    b) Participates as assigned in interdepartmental quality improvement team efforts; and
    c) Contributes to overall Community Health Center efforts in quality improvement towards higher-quality, more cost-effective health care for patients and improved quality of work-life for staff members.

Minimum Requirements:

1. High school diploma or general education degree (GED); or one to three months related experience and/or training; or equivalent combination of education and experience.
2. Additional Preferred Experience:
   a. Computer literate (i.e. logging on to computer, usage of keyboard and mouse, familiarity with Windows, Microsoft Word and Microsoft Excel).
   b. Ability to type 45 wpm.

Preferred experience, skills and education:

1. Familiarity with an electronic practice management (EMR) system.
2. Bilingual (preferably Spanish).

This position has a salary range of: $42,848 - 59,987 annually.