Patient Contact Center Associate

Who we are La Clnica de La Raza is a community based health center committed to providing culturally appropriate high quality and accessible health care to the diverse communities of the San Francisco Bay Area We have spent over 40 years advocating for and creating a health home for the many that have been denied access to care As health care activists we are dedicated to making sure individuals who do not have health coverage get the same level of quality healthcare as those who have it From our genesis as a community health center in 1971 we understood that we cannot heal our communities without also addressing the economic and social factors that affect health Many times this requires that we go outside and provide services in other settings to build the bridge that links individuals to our health center for preventive and primary care Over 90000 individuals come to La Clnica because it is a welcoming place that addresses the whole person coordinating and connecting them to a broad network of services to improve and maintain their health and well being While we are still known for our activism and spirit of social justice we are also proud to have grown into a sophisticated provider of primary health care services with 35 sites across Alameda Contra Costa and Solano counties Position Summary As we build out our second call center you will have a distinct opportunity to work as part of a team that serves as the first point of contact for all of our patients Your prior customer support experience in a call center will be important as you assist and route our patients to the right service department or individual Ultimately success in this role will require a high degree of interpersonal competence which includes possessing excellent customer service skills helping callers who may not be sure which service they may require and patiently assisting and guiding them Your effectiveness as a call center agent will be measured by your ability to work in a fast paced environment remaining calm and pleasant knowledgeable and confident to appropriately route calls and leave a positive impression on the caller This job requires a commitment to be in service to others and the ability to have fun will enable you to enjoy the work and embrace the reality that some days will be tougher than others and there is always an opportunity to serve Areas of responsibility include but are not limited to Prompt & Professional Customer Service 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 protocolsResolve patients inquiries in the first call or instance as far as possible with calls being answered and handled in an expedient and efficient mannerAssist 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 treatmentsHandle complaints appropriately as instructed and troubleshoot problems to resolution as far as possible before seeking assistanceAlways maintain the highest level of customer service with a calm and pleasant demeanor to callers colleagues and other staffAppointment Scheduling & Registration Book appointments in the Electronic Practice Management System as requested by the patients for the services provided by the La Clnica clinics in Solano countyFacilitate patient registration by providing general information to the patient and forward the inquiry to the Registration and Billing staff as appropriateComply with HIPAA and other regulations as requiredClerical Support & Productivity Document call information in the patients Electronic Health Record EHR according to standard operating procedures of the clinics in a timely mannerActively participate and demonstrate efforts in meeting goals and targets set for the departmentWork in an open office in a fast paced energetic interaction filled close environment that is target driven and has daily expectations for resultsFollow all protocols procedures and policies of the Call Center in discharging functions and comply with posted schedulesDaily strive to meet the set goals and targets and be fully engaged in the teams efforts to provide the highest level of patient experiencePerform all other duties as assigned by the Manager or supervisorMinimum Job Requirements Knowledge Knowledgeable about the organizations information clinic details and other information that will be sought by patients and othersKnowledge of health information systems along with medical and dental terminologyKnowledge of computer systems and applications specifically word processing spreadsheet database applications and use of information systemsAbilities Provide outstanding individualized customer service in a professional mannerAnalyze callers concerns and provide appropriate solutionsBe detail orientedDemonstrate active listening and professional telephone communication skillsAbility to work across cultures and demonstrate support of diversity equity and inclusionOrganize and prioritize work multi tasking and setting priorities to manage time effectivelyWork independently as well as part of a teamOther Certifications & Experience High School diploma or Bachelors degree preferredBi lingual skills preferably Spanish speakingAny training or certifications in customer service receivedPrevious experience in a customer support role requiredCall center experience healthcare related preferredFront Office or Clerical experience in medical office or health insurance firm preferred