TEMP Bilingual Call Center Representative (English-Spanish)

At DAP Health we are committed to transforming lives and advancing health equity for all. As a leading nonprofit health care provider we deliver compassionate high-quality care to the diverse communities of the Coachella Valley and San Diego County. Our comprehensive services range from primary care to mental health wellness programs and beyond with a focus on those who are most vulnerable. Joining our team means becoming part of a passionate innovative organization dedicated to making a meaningful impact in the lives of those we serve. If youre looking for a dynamic and purpose-driven environment we invite you to explore the opportunity to contribute to our mission.

Job Summary:

Under the supervision of the Call Center Manager the Call Center Representative is responsible for ensuring a positive and effective experience for every patient/client that contacts DAP Healths Centralized Call Center. The Call Center Representative answers calls in a timely manner identifies and addresses the callers needs; this requires strong communication skills problem-solving abilities and the ability to work efficiently in a fast-paced environment. Is expected to meet key performance measures related to abandoned call rate wait time call handling time and high-quality customer service. Additionally must be patient empathetic and attentive to the callers needs.

Supervisory Responsibilities:N/A

Essential Duties and Responsibilities:

• Schedules patient appointments appropriately according to DAP Healths provider templates and protocols.
• Completes full patient registration ensure questions related to UDS measures are complete.
• Verifies patient demographics when scheduling appointments.
• Runs reviews and demonstrates understanding of insurance eligibility.
• Effectively explain DAP Healths services to new and existing patients.
• Gathers information and relates that information efficiently and effectively to appropriate departments.
• Assists patient with information regarding FQHC Sliding Fee Scale and other programs schedules patients with the appropriate departments for program enrollment as needed.
• Monitors and responds to website inquiries requesting new patient information.
• Monitors provider schedules to identify missed opportunities ensures providers schedules are maximized.
• Acts as a patient liaison with other departments.
• Monitors and responds to department voicemails patient portal messages and afterhours messages.
• Seeks and supports changes in department workflows suggests improvement and participates in call center huddles and team meetings.
• Maintains patient confidentiality as required by HIPAA in all day work.
• Schedules different types of appointment for patients depending on their needs.
• Able to differentiate between clinical vs non-clinical telephone calls and direct clinical calls to a nurse or on call provider as needed.
• Answers all incoming calls within 3 rings and answers calls in a courteous and professional manner-following DAP telephone script.
• Provides all customers with consistent quality service.
• Works in a DAP Health Clinic as needed.
• Supports Quality initiative completes recalls and patient calls as needed.
• Performs other duties as assigned.

Qualifications:

Minimum Qualifications (Education and Experience):

• Two years of experience (preferred) in medical front office operations including but not limited to registration process use of medical terminology medical insurance.
• Previous experience working with Electronic Health Records.

Knowledge Skills and Abilities:

• Ability to maintain recognized medical industry standards of high quality client-centered services that are HIPAA compliant.
• Proficiency in MS Office applications.
• Computer expertise in database input.
• Excellent and effective communication skills both written and oral.
• Excellent customer service skills.
• Experience working with LGBTQ and homeless community preferred.
• Bilingual in Spanish Arabic preferred.

Working Environment Physical and Mental Requirements:

• Ability to lift 24 pounds.
• Operates in an office setting at times and requires frequent times of sitting standing repetitive motion and frequent phone calls/conversations.
• Employee does not perform or help in emergency medical care or first aid.