CALL CENTER REPRESENTATIVE

Job Description

Job Description

Job Purpose

Chinatown Service Center (CSC) is a multi-service, community health center, which provides compassionate, multi-lingual and culturally sensitive care to the communities of Chinatown, San Gabriel Valley and beyond. Our mission is to provide outstanding services and advocacy that promote better quality of life and equal opportunity for immigrants and other communities. CSC’s Call Center I role is a key role in the experience our patients receive by being available to respond to inquiries and direct calls to the appropriate parties. The Call Center I will help maintain a smooth patient flow through communication between patient, provider, Medical Assistant (MA) and other clinic support staff, while performing other duties as needed (i.e., ensuring proper eligibility of insurance coverage).

The Call Center I representative reports to the Patient Experience Manager. Job location is in Los Angeles, CA in LA Chinatown.

Duties and Responsibilities

• Handle a high volume of inbound calls from patients, insurance companies, and other medical facilities in a timely and professional manner (roughly 60+ calls per day)
• Ability to understand medical records and send to medical facilities as needed
• Provide exceptional communication, critical thinking, and investigative skills to accurately assess a caller’s needs and efficiently route the inquiry to the appropriate personnel / channel
• Determine the urgency and nature of patient calls and direct to the appropriate department as needed
• Provide excellent internal and external customer service
• Perform administrative tasks such as creating, managing, and scheduling appointments
• Coordinate communication utilizing a variety of tools (i.e., email, EMR, Teams, etc.) with colleagues and care teams
• Verify patient’s appointment on CSC’s electronic medical record (EMR), Nextgen, and accurately obtain patient information, verify insurance coverage, and prepare encounter
• Check and correct any additional system alerts in Nextgen
• Participate in quality improvement projects
• Ability to speak clearly, distinctly, and pleasantly on the telephone encounters while maintaining professionalism
• Assist with cancellation and rescheduling of appointments
• Ensure complete and accurate data entry during the telephone patient registration process
• Provide general information (i.e., directions, scope of services, available programs) to patients and / or potential clients
• Forward patient concerns and feedback to appropriate personnel within the Community Health Center for resolution and optimization of clinic efficiency
• Comply with HIPAA / HITECH / OSHA and CMS regulations

Qualifications

Physical Demands