Call Processing Representative

Role: Call Processing Representative

Location: San Ysidro CA 92173

Duration: Temp to hire (16 weeks)

Schedule: Monday to Friday from 10 AM to 6 PM PST


Position Summary:

Today the call center is the primary point of contact to our 25 clinics throughout San Diego County 400 providers and over 42 programs. It is our goal to provide exceptional customer service in a courteous professional manner demonstrating a high level of commitment to our mission and values. Under the direct supervision of the call center management you will be part of a dedicated team that is passionate and motivated to improve the overall health of the communities we serve one call at a time; you will work collaboratively to ensure the department meets performance goals while demonstrating compassion respect empathy and integrity in every call you complete with our patients and customers.

Essential Functions of the Job:

1. Efficiently and actively provides excellent customer service by properly greeting
listening assisting and closing each call in a pleasant professional and helpful
manner.

2. ownership of solutions and accurately identifying the needs of each of our patients

3. Assist patients with scheduling appointments rescheduling or canceling appointments and
completing of preregistration items as necessary following the patient appointment scheduling
guidelines.

4. Demonstrates knowledge and understanding of San Ysidro Health services and programs.

5. Demonstrates ability to multitask be flexible ensure accuracy and meet changing priorities in a
fastpaced high call volume and workload environment.

6. Ability to maintain composure when confronted with fastpaced and stressful situations

7. Adheres to productivity and quality assurance requirements for the department with an emphasis on
attention to detail to avoid errors.

8. Complete required training on policies and procedures including but not limited
to: customer service registration of patients phone etiquette and appointment
scheduling.

9. Adheres to San Ysidro Healths and departments attendance and punctuality
policies and practices.


Additional Duties and Responsibilities:

1. Assists in maintenance of department equipment and supplies.

2. Follows established departmental policies and procedures objectives quality assurance
program safety environmental and infection control standards.

3. Enhances professional growth and development through participation in educational programs
current literature inservice meetings and workshops.

4. Attends meetings as required and participates on committees as directed.


Job Requirements:

• Education Required (Minimum level of education): High School Diploma or GED equivalent.

• Certifications/Licenses Required: Relevant medical certification or licensure. (preferred)

• Experience Required (Minimum level of experience): 1 year of healthcare experience or 1 year in a call center front desk receptionist administrative assistant or a combination equal to 1 year or successful completion of an externship program with San Ysidro Health

Verbal and Written Skills Required to Perform the Job:

• Excellent English and Vietnamese communication skills.

Technical Knowledge and Skills Required to Perform the Job:

• Working knowledge of Microsoft Windows OS MS Office telephone devices and voice mail. Must have the
• ability to type 4OWPM. Experience with Epic and Dentrix is strongly preferred.

• Equipment Used: PC systems and peripherals multikey telephone devices centralized telephone console and other office equipment as applicable.

Working Conditions and Physical Requirements:

• Prolonged periods of sitting keyboarding and use of computer mouse. Push/pull up to 10 Ibs. Normal business hours evenings and weekends. (Holiday schedule determined by administration).

Universal Requirements

Preemployment requirements include I9 physical positive background and reference check results complete application new hire orientation and preemployment PPDs.

HIPAA/Compliance
1. Maintain privacy of all patient employee and volunteer information and access such information
only on a needtoknow basis for business purposes.
2. Comply with all regulations regarding corporate integrity and security obligations. Report
unethical fraudulent or unlawful behavior or activity.

OSHA Compliance
1. Comply with all regulations and required schedules regarding OSHA training.

PPD Compliance
1. Required health screening to be performed annually.

Policies and Procedures Compliance
1. Responsible for following all San Ysidro Health policies and procedures.

CALL CENTER , EPIC,Bilingual Communications,Bilingualism