Marin Community Clinics

Call Center Representative

Type
Regular Full-Time
Location
US-CA-Novato

Overview

This position is the entry point for most MCC patients, this person will likely be the first person that a patient will talk to when accessing the health center and will therefore play a vital role in making our patients feel supported and welcomed.  As such, a high level of customer service must be practiced. Developing skills in listening and communication as well as showing empathy and sincere interest for our patients needs are crucial in their role. They will assist patients in effectively navigating through the system and will advocate for our patients’ needs. This position is an integral part of the home clinic operations and care team.

 

Work hours:10:45am to 7:15pm, 5 days per week, with a Saturday work day from 8:00am to 5:00pm. 

Responsibilities

  • Call Center Representative extends excellent customer service to anyone in contact with the call center.
  • Uses appropriate communication templates within the Electronic Health Record (EHR) or paper chart.
  • Assesses need for translation at visit and accurately enters patient registration information in NextGen database.
  • Answers patients and customer queries regarding the organization and its services in a timely manner.
  • Handles high volume of patient calls and appropriately directs challenging situations to Call Center Supervisor.
  • Responsible for obtaining complete and accurate clinical and demographic information during the scheduling process. 
  • Accurately enters data in scheduling system or other applications.
  • Provides patients with appointment instructions and alternatives.
  • Retrieves messages from the cancellation line and patient prompt report.
  • Removes appointments from schedule and calls patients to reschedule per protocol.
  • Proactively manages appointments schedule by calling patients with appointment alternatives due to cancellations or no-shows.
  • Adheres to HIPAA and confidentiality laws regarding health information protection. Maintains integrity of patient data.
  • Effectively communicates with Call Center Supervisor to bring issues to his/her attention.
  • Follows guidelines for special requests/Stat/schedule modification procedures and coordinates communications with clinical areas to accommodate the patient requests.
  • Answers telephone calls according to designated scripting for the scheduling process.
  • Maintains positive customer service at all times, referring unresolved issues to Call Center Supervisor.Provides patients with directions and confirms appointment times.
  • Advises patients on required paperwork to bring for appointments.
  • Adheres to Marin Community Clinics Code of Conduct and represent clinic in professional manger.
  • Treats patient data with strict confidentiality and sensitivity.
  • Other duties as assigned.

Qualifications

  • Fluent in Spanish desired, but not required. 
  • Must have a High School Diploma or GED.
  • 1 year experience in a medical environment, health insurance, or related field is preferred.
  • Prior Customer Service experience is preferred.
  • Ability to work in a Call Center environment
  • Prior experience with NextGen scheduling software is preferred.
  • Must have high attention to detail.
  • Must be able to multitask.
  • Must be able to sit for extended periods of time.
  • Minimum typing skills of 25 wpm.
  • Ability to use judgment to problem solve and correctly direct calls or identify errors.
  • Must be able to work in a team environment and assist other Call Center Representative as necessary.

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