Call Processing Representative [United States]

 Position Summary:
This position will work in a fast paced call center or assigned location and is responsible for scheduling, rescheduling and cancelling medical and or dental appointments for all San Ysidro Health clinics by working directly with members over the phone. This position will be responsible for greeting callers in a friendly and courteous manner that demonstrates a high level of commitment to our mission. Additionally, the CPR completes registration information and answers questions while educating callers about available services. The Call Center utilizes a team approach and works cooperatively to ensure that all calls are answered in a timely manner and demonstrates the highest level of service, compassion, empathy and dignity to all patients and customers.

Essential Functions of the Job:

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• Demonstrates knowledge and understanding of the San Ysidro Health services and programs in order to answer questions and direct calls appropriately.
• Reviews, collects and updates patient demographics and takes appropriate actions to update changes identified.
• Efficiently and actively provides excellent customer service by properly greeting, listening, assisting, directing, and closing each call. Performs appointment scheduling, rescheduling, canceling, and confirming.
• Understands, recognizes, and effectively handles unique medical issues, urgent services and patient grievances and follows established protocols to resolve problems or determines escalation to supervisor.
• Logs in and is ready to receive or make calls as directed by schedule as well as utilizing break codes appropriately as defined by the call management system.
• Provides quality, efficient telephone customer service to internal and external customers and routes calls to appropriate department for continued assistance as necessary.
• Adheres to current productivity and quality assurance requirements for the department.
• Clearly and effectively communicates with patient/staff via call or electronic message.
• Take complete messages that are detailed, concise, spelled accurately and utilizes correct medical terminology.
• Understands and applies company policies regarding the proper use of the computer, telephone, and other company equipment in order to complete daily tasks.
• Adheres to San Ysidro Health’s and department's attendance and punctuality policies and practices.

Additional Duties and Responsibilities:

• Assists in maintenance of department equipment and supplies.
• Follows established departmental policies and procedures, objectives, quality assurance program, safety, environmental and infection control standards.
• Enhances professional growth and development through participation in educational programs, current literature, in-service meetings and workshops.
• Attends meetings as required and participates on committees as directed.
• Performs other related duties as assigned or requested.

Job Requirements:Education Required (Minimum level of education):

• High School Diploma or GED equivalent.

Certifications/Licenses Required:

• Preferred: Relevant medical certification.

Experience Required (Minimum level of experience):

• Required: 1 year of healthcare experience
• Required: 1 year of call center or telephone operator/receptionist experience
• Successful completion of an externship program with San Ysidro Health.

Verbal and Written Skills Required to perform the Job:

• Excellent communication skills.
• Bilingual: English/Spanish or Arabic or Tagalog or Vietnamese preferred

Technical Knowledge and Skills Required to Perform the Job:

• Working knowledge of Microsoft Windows OS, MS-Office, telephone devices and voice mail. Must have the ability to type 40WPM. Experience with Nextgen and Dentrix strongly preferred.

Equipment Used:

• PC systems and peripherals, multi-key telephone devices, centralized telephone console and other office equipment as applicable.

Working Conditions and Physical Requirements:

• Prolonged periods of sitting, keyboarding, and use of computer mouse. Push/pull up to 10 lbs. Normal business hours, evenings, and weekends. (Holiday schedule determined by administration).

About Us San Ysidro Health is a Federally Qualified Health Care organization committed to providing high quality, compassionate, accessible and affordable healthcare services for the entire family. The organization was founded by seven women in search of medical services for their families and community. Almost 50 years later, San Ysidro Health now provides innovative care to over 108,000 patients through a vast and integrated network of 47 program sites across the county. San Ysidro Health could not serve our patients without the dedication of our passionate and hardworking employees. Apply today and become a part of our mission-driven team! San Ysidro Health has a long-standing commitment to equal employment opportunity for all applicants for employment. Employment decisions including, but not limited to, those such as employee selection, performance evaluation, administration of benefits, working conditions, employee programs, transfers, position changes, training, disciplinary action, compensation, and separations are made without regard to race, color, religion (including religious dress and grooming), creed, national origin, nationality, citizenship status, domestic partnership status, ancestry, gender, affectional or sexual orientation, gender identity or expression, marital status, civil union status, family status, age, mental or physical disability (including AIDS or HIV-related status), atypical heredity cellular or blood trait of an individual, genetic information or refusal to submit to a genetic test or make available the results of a genetic test, military status, veteran status, or any other characteristic protected by applicable federal, state, or local laws.

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