Call Center Representative

DEPARTMENT: Medical
SUPERVISOR: Call Center Supervisor
SUPERVISES: None
CLASSIFICATION: Non-exempt

POSITION SUMMARY:
The primary function of the Call Center Representative (CCR) is to answer all incoming
calls for both the Medical and Optometry departments with the emphasis on
addressing the caller's needs. This could include scheduling appointments, routing for
Rx refills, answering questions about services, checking eligibility, sending messages to
clinical teams, and forwarding calls for further triage. The CCR is expected to consult
frequently with the Team Leader and/or the Front Office supervisor and clinical teams.
The CCR serves as liaison between clinical teams and other staff, other agencies, and
patients via the phone with an emphasis on team-based care.

SPECIFIC RESPONSIBILITIES:
1. Patient Scheduling
a. Accurately schedule patients ensuring that schedule reflects appropriate clinician
and effective use of clinical hours.
b. Monitor no-shows/cancellations for available slots where same day appointments
can be scheduled.
c. Remove the day's cancellations from the computer if a patient calls to cancel.
d. Confirm next day appointments addressing appointment time, insurance, and
Medi-Cal eligibility.
2. Phones
a. Answer telephones, handling calls as needed and taking messages when
appropriate.
b. Greet patients in a prompt, courteous, and helpful manner.
c. Maintain appropriate boundaries concerning medical advice and patient triage.
3. Other Duties
a. Communicate frequently with the clinical team regarding patient requests,
scheduling issues or other aspects of duties.
b. Effectively maintain and protect the confidentiality of all medical records and
patient information.
c. Enter all demographic changes as indicated by patient into the system
accurately.
d. Attend seminars and trainings to maintain current knowledge of processes and
systems.
e. Keep work areas tidy.
f. Perform other duties as assigned.
4. General Agency Duties
a. Foster an environment that promotes trust and cooperation among all staff of CDIHP.
b. Comply with clinic policies and procedures to ensure that the principles of CDIHP
are implemented.
c. Inform Medical Administrator of matters of general interest and problem areas as
such are determined or discovered.
d. Attend all CDIHP mandatory meetings and other meetings as requested.
e. Understand and adhere to the Ethics, Compliance and Code of Conduct policy.
f. Understand and promote the mission, vision, and values of Chapa-De both in the
work place and in the community.
g. Maintain compliance with all state and federal laws and regulations, as they
pertain to position including; HIPAA, Scope of Practice, Sexual Harassment,
Accreditation Standards, OSHA and the Agency's Policies & Procedures.
h. Other duties as assigned.
5. Customer Service
Improve the patient experience by:
a. Minimizing patient telephone hold times
b. Addressing callers needs immediately when possible
c. Being committed to providing high quality comprehensive care and strive to
continually improve.
d. Striving to treat patients and each other with respect, courtesy and compassion.
e. Believing that it is everyone's responsibility to identify problems, take ownership
and contribute to solutions.
f. Promoting teamwork and cooperation to create an environment that maximizes
efficiency and satisfaction.
6. Personal/Behavior
a. Display cheerful demeanor and makes positive comments when on duty.
b. Refrain from participation in harmful gossip, dysfunctional group interactions and
divisive behavior.
c. Display courteous and professional behavior in all interactions with the public.
d. Work cooperatively with other staff members.
e. Display flexibility in accepting, changing or carrying out assignments.
f. Adhere to dress code expectations, including fragrance-free requirements.
g. Display sensitivity in a multicultural environment.

QUALIFICATIONS:

1. High School diploma or GED certificate/equivalent.
   
2. 1 year hands-on experience answering high volume phone calls
   
3. Applied knowledge using Microsoft Word, Excel, Power Point and Outlook
   
4. 1 year of demonstrated ability solving problems with a focus on detail.
   
5. Demonstrated effective communication skills and ability to work effectively with a
   team in stressful situations.
   
6. Demonstrated ability to prioritize work and complete it on a timely basis with
   minimal supervision.
   
7. Familiarity with medical terminology.

INDIAN PREFERENCE:
Preference in filling vacancies will be given to qualified Indian applicants in
accordance with the Indian Preference Act (Title 25, U.S Code, section 472 & 473). In
other than the above, Chapa-De Indian Health Program, Inc. is an Equal Opportunity
Employer.

PHYSICAL DEMANDS:
The physical demands described here are representative of those that must be met by
an employee to successfully perform the essential functions of this job. Reasonable
accommodations may be made to enable individuals with disabilities to perform the
essential functions.

While performing the duties of this job, the employee is regularly required to talk and
hear. The employee frequently is required to stand, walk, sit, use hands to finger,
handle, or feel; and reach with hands and arms. The ability to distinguish letters and
symbols as well as the ability to utilize telephones, computer terminals and copiers is
required. The employee must occasionally be required to stoop. The employee must
occasionally lift and/or move up to 25 pounds. Specific vision abilities required by this
job include close vision, distance vision, color vision, peripheral vision, depth perception
and ability to adjust focus.

To apply, please visit: https://chapa-de.atsondemand.com/#/jobDescription/909090





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