Call Center Agent - Bilingual

    • Job Tracking ID: 2021-1014
    • Job Location: Petaluma, CA
    • Job Level: Entry Level (less than 2 years)
    • Level of Education: High School/GED
    • Job Type: Full-Time/Regular
    • Date Updated: January 12, 2022
    • Years of Experience: Less Than 1 Year
    • Starting Date: ASAP
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Job Description:

The Petaluma Health Center’s mission is to provide high quality health care, with access for all, in Southern Sonoma County. The Center accomplishes this mission through collaborative, innovative programs, services and referral resources that meet the economic needs of the entire community.

The Petaluma Health Center is an eleven-time award winner in the North Bay Business Journal’s Best Places to Work for 2020, 2019, 2018, 2017, 2016, 2015, 2014, 2013, 2012, 2011 and 2009 and we were named as one of the Healthiest Companies in the North Bay' by the North Bay Business Journal for the last 5 consecutive years.

We are a Federally Qualified Health Center (FQHC) that provides primary medical care and mental health services to residents of Petaluma, Rohnert Park, Cotati, Penngrove and surrounding areas. We are organized as a private, non-profit corporation and governed by a consumer and community led Board of Directors.

 

Summary: Call Center Agent delivers exceptional patient customer service through all channels of support over the phone. Call Center Agent is responsible for promptly answering calls, scheduling appointments, phone coding and navigating clients and customer needs.

 

Patient Experience:

  • Responsible for driving a positive patient customer service experience through multiple support channels including the patient portal, website and messaging systems
  • Respond to inquiries from patients and outside agencies and refer, when necessary, to the appropriate person or department
  • Adhere to all organizational policies, HIPAA regulations and Joint Commission guidelines

Operations:

  • System knowledge; creating and updating computerized patient records in PHI systems
  • Monitor and maintain goal levels of calls per hour, calls placed on hold, ring no answer, transfer out and availability in Queue.
  • Responsible for maintaining own technical knowledge of IT systems and utilizing internal messaging systems and PHI systems
  • Utilize wiki for day to day job responsibility
  • Schedule appointments according to policies and procedures, appointment matrix, proper visit types, and other current guidelines.
  • Accurate capturing of patient demographics information, insurance information and structured data into PHI systems during each phone encounter

Administrative Support:

  • Responsible for extensive knowledge of appointment protocols (new patient, controlled medication screening, mental health, women’s health and etc.)
  • Conduct Confirmation calls and responsible for informing patients of forms/documents necessary for the appointment
  • Assist in recall process
  • Create telephone encounters, messages, email, notations and assign properly to staff
  • Responsible for knowledge of programs/insurance
  • Phone functionality (answer phones, park calls, transfer calls, conference calls, vocera)
  • Promptly follow up on telephone encounters/actions
  • Responsible for referring calls to nurse triage based on protocols and policies
  • Perform other duties as assigned by Supervisor and/or Manager

 

Experience and Skills:

Qualifications: To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required.

**New employees are mandated to either provide proof of their COVID vaccination or to receive the vaccine, either through PHC or their own provider, with the first dose of a series required before the first day of employment. Exception to this mandate will be considered for those with a medical or religious exemption.

Education/Experience:

  • High School or equivalent or higher education
  • Minimum of one year experience in a health care related field or customer service

Desired Skills:

  • Strong communication skills, verbal and written
  • Experience and demonstration of strong customer service skills
  • Excellent oral and written communication skills
  • Basic working knowledge of insurance coverage, claims submission and preauthorization process
  • Sensitivity to the needs and situations of multi-cultural populations from a variety of income levels
  • Excellent attention to detail

Language Skills: Ability to effectively present information and respond to questions and requests from patients, co-workers, and others as necessary. Bilingual in English and Spanish; verbal required, written preferred.

Mathematical Skills: Ability to add, subtract, multiply, divide in all units of measure, using whole numbers, common fractions and decimals.

Reasoning Ability: Ability to recognize problems, collect data and establish facts.

Computer Skills: High level of computer literacy and proficient in MS Office (Word, Excel and Outlook), electronic medical records, web applications and the ability to type 35 words per minute.