Patient Contact Center Associate (Temporary)

OtherAssociate

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Overview

Who we are: La Clínica de La Raza is a community-based health center committed to providing culturally appropriate, high-quality,

Technical Tools

OtherAssociate

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Answer incoming calls and provide patients and others the necessary information or services related to their healthcare needs or connecting them to the appropriate service or individual as per the prescribed protocols.
Resolve patients’ inquiries in the first call or instance as far as possible, with calls being answered and handled in an expedient and efficient manner.
Assist patients in conveying their concerns regarding their health to their provider, nurse or other staff member who will meet their need for services such as prescription refills, questions regarding their diagnostic tests or medications or treatments.
Handle complaints appropriately as instructed and troubleshoot problems to resolution as far as possible before seeking assistance.
Always maintain the highest level of customer service with a calm and pleasant demeanor to callers, colleagues and other staff.

Book appointments in the Electronic Practice Management System as requested by the patients for the services provided by the La Clínica clinics in Contra Costa.
Facilitate patient registration by providing general information to the patient and forward the inquiry to the Registration and Billing staff as appropriate.
Comply with HIPAA and other regulations as required

Document call information in the patient’s Electronic Health Record (EHR) according to standard operating procedures of the clinics in a timely manner.
Actively participate and demonstrate efforts in meeting goals and targets set for the department.
Work in an open office, in a fast-paced, energetic, interaction-filled close environment that is target driven and has daily expectations for results.
Follow all protocols, procedures and policies of the Call Center in discharging functions and comply with posted schedules.
Daily strive to meet the set goals and targets and be fully engaged in the team’s efforts to provide the highest level of patient experience.
Perform all other duties as assigned by the Manager or supervisor.

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Knowledgeable about the organization’s information, clinic details and other information that will be sought by patients and others.
Knowledge of health information systems along with medical and dental terminology.
Knowledge of computer systems and applications, specifically, word processing, spreadsheet, database applications, and use of information systems.

Provide outstanding individualized customer service in a professional manner
Analyze caller’s concerns and provide appropriate solutions
Be detail-oriented
Demonstrate active listening and professional telephone communication skills
Ability to work across cultures and demonstrate support of diversity, equity and inclusion.
Organize and prioritize work, multi-tasking, and setting priorities to manage time effectively
Work independently as well as part of a team

High School diploma or Bachelor’s degree preferred
Bi-lingual skills preferably Spanish-speaking
Any training or certifications in customer service received
Previous experience in a customer support role required
Call center experience, healthcare related preferred
Front Office or Clerical experience in medical office or health insurance firm preferred
Salary: $26.84