Behavioral Health Call Processing Representative

Position Summary:

This position will work in a fastpaced call center and is responsible for answering phone calls and assisting individuals who contact the San Ysidro Health Behavioral Health Department. The role involves greeting callers in a friendly and courteous manner that reflects a strong commitment to the organizations mission. Responsibilities include collecting and completing registration information addressing inquiries and educating callers about available services. The Behavioral Health Call Center operates using a teambased approach ensuring all calls are answered promptly while maintaining the highest standards of service compassion empathy and dignity for all patients and customers.

Essential Functions of the Job:

• Demonstrates knowledge and understanding of San Ysidro Health services and programs in order to answer questions and direct calls appropriately.
• Reviews collects and updates patient demographics and takes appropriate actions to update changes identified.
• Efficiently and actively provides excellent customer service by properly greeting listening assisting directing and closing each call. Performs appointment scheduling rescheduling canceling and confirming.
• Understands recognizes and effectively handles unique medical and behavioral health issues urgent services and patient grievances and follows established protocols to resolve problems or determines escalation to supervisor.
• Identifies and appropriately responds to behavioral health crisis calls escalating appropriately for response by licensed nursing and provider staff.
• Logs in and is ready to receive or make calls as directed by schedule as well as utilizing break codes appropriately as defined by department leadership.
• Provides quality efficient telephone customer service to internal and external customers and routes calls to appropriate department for continued assistance as necessary.
• Adheres to current productivity and quality assurance requirements for the department.
• Clearly and effectively communicates with patient/staff via call or electronic message. Takes complete messages that are detailed concise spelled accurately and utilize correct medical terminology.
• Actively participates in CCBHC team meetings and trainings to apply program standards and training to better serve patients and callers.
• Understands and applies company policies regarding the proper use of the computer telephone and other company equipment in order to complete daily tasks.
• Adheres to San Ysidro Healths and departments attendance and punctuality policies and practices.

Additional Duties and Responsibilities:

• Assists in maintenance of department equipment and supplies.
• Follows established departmental policies and procedures objectives quality assurance program safety environmental and infection control standards.
• Enhances professional growth and development through participation in educational programs current literature inservice meetings and workshops.
• Attends meetings as required and participates on committees as directed.
• Performs other related duties as assigned or requested.

Job Requirements

Experience Required:

Strongly Preferred: 1 year of experience working in a behavioral health setting

Strongly Preferred: 1 year of call center or telephone operator/receptionist experience

Certifications/Licenses Required:

Preferred: Relevant medical certification or licensure.

Education Required:

• High School Diploma or GED equivalent

Verbal and Written Skills Required to perform the job:

Excellent communication skills. Bilingual (English/Spanish) required.

Technical Knowledge and Skills Required to Perform the Job:

Working knowledge of Microsoft Windows OS MSOffice telephone devices and voice mail. Must have the ability to type 40 WPM. Experience with Epic 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 lbs. 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 preemployment PPDs. Compliance with all mandated vaccinations and all boosters is a term and condition of employment.

About Us San Ysidro Health is a Federally Qualified Health Care organization committed to providing high quality compassionate accessible and affordable healthcare services for the entire family. The organization was founded by seven women in search of medical services for their families and community. Almost 50 years later San Ysidro Health now provides innovative care to over 108000 patients through a vast and integrated network of 47 program sites across the county. San Ysidro Health could not serve our patients without the dedication of our passionate and hardworking employees. Apply today and become a part of our missiondriven team! San Ysidro Health has a longstanding commitment to equal employment opportunity for all applicants for employment. Employment decisions including but not limited to those such as employee selection performance evaluation administration of benefits working conditions employee programs transfers position changes training disciplinary action compensation and separations are made without regard to race color religion (including religious dress and grooming) creed national origin nationality citizenship status domestic partnership status ancestry gender affectional or sexual orientation gender identity or expression marital status civil union status family status age mental or physical disability (including AIDS or HIVrelated status) atypical heredity cellular or blood trait of an individual genetic information or refusal to submit to a genetic test or make available the results of a genetic test military status veteran status or any other characteristic protected by applicable federal state or local laws.