Call Center Associate

Location: Newport Beach, CA
Date Posted: 09-11-2018
COMPANY:
Are you looking to work for a dynamic non-profit organization that is mission focused serving the needs of the under-served community? Join our expanding team!
SOS is proud to be the largest community health center in Orange County to combine wrap-around social services with health care. Our values of dignity, justice, service and excellence are translated through every service offered at SOS. SOS currently operates six health located in Costa Mesa, Santa Ana, Lake Forest and Newport Beach; dedicated to improving health outcomes of low-income and at-risk populations in Orange County.
Our Call Center is the first point of contact our patients and clients have. This position is essential in helping to ensure our clients and patients are starting off with the best level of customer service.
JOB SUMMARY:
Schedules medical, dental and eligibility appointments, answers patient inquiries and questions, directs patient calls and messages to appropriate departments or personnel. Completes outbound calls for appointment reminders, re-scheduling and outreach of newly assigned health plan members. Follows up on voicemail and electronic communication messages and ensures that messages are returned timely. The Call Center Associate works in the team-based model of care.
RESPONSIBILITIES
Contributes to the collaboration of health professionals and members of the health care teams in order to support the patient to attain health goals.
Answers incoming calls, manages callers and answers questions. Must be able to communicate in English or Spanish based on caller needs.
Greets callers and assists them while being positive and respectful of their needs.
Sets appointments for various clinic departments and enters the patients’ data into the EHR scheduling program (Allscripts or Dentimax).
Uses EHR to send messages to providers regarding patient care, prescriptions or questions.
Returns calls and follows up on left messages timely; completes outbound calls as requested.
Adapts to changes or unusual circumstances to promote cooperation and minimize disruption to working environment.
Completes all administrative duties and other duties as assigned by Supervisor.
Attends and contributes to department/team meetings. Attends training sessions as needed.
Works overtime if requested and authorized.
EDUCATION and/or EXPERIENCE:
High School Diploma or GED equivalent.
Minimum one year of high volume customer service experience in healthcare related environment either via phone or in person or health care call center experience preferred.
Experience with medical and/or dental terminology preferred
Demonstrated ability to develop and maintain positive relationships with department staff
Demonstrated excellent customer relations and communication skills.
Ability to communicate effectively both orally and in writing with proper spelling/grammar
Ability to establish work priorities to meet established deadlines
Must be detail oriented.
Must be familiar with HIPAA laws with regards to medical or dental records
Strong computer skills using Microsoft Word, Excel and Outlook
COMPUTER & EQUIPMENT SKILLS:
Proficient Use of Microsoft Products (Word, Excel, Outlook) Internet, and Practice Management Systems including accurate keyboard skills
Uses electronic Electronic health record software (Allscripts & Dentimax); develops proficiency within 3 months of training
Use typical office equipment (computers, fax, phones, phone headset, copiers, scanners)
SOS BENEFITS: At SOS, we offer a competitive salary and a generous benefits package for our staff which includes; group Medical, Dental and Vision, Flexible Spending Accounts, Basic Life insurance/AD &D, Voluntary Life Options, Long Term Disability, 403b Retirement Plan with employer match, EAP, Global Travel Assistance, Supplemental Accident, Critical Illness and Hospitalization plans offered, Tuition Reimbursement, Paid Holidays, Paid Vacation and Sick days.
All qualified candidates are subject to an employment/criminal background check and must meet SOS clinic health immunization requirements which includes, but may not be limited to; proof of current annual tuberculosis screening, annual flu vaccination, MMR vaccination and Hepatitis B immunity.

Experience:
Call Center: 1 year (Required)
Healthcare (Medical or Dental): 1 year (Preferred)
Bilingual in English and Spanish is required
 
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