Bilingual Call Center Representative

A. POSITION SUMMARY

Under the supervision of the Central Billing Manager the Call Center Representative Lead oversees others in the delivery of and directly provides customer service in a high-volume call center addition to performing the functions of a Call Center Representative directs and supervises others who also provide Call Center Representative duties. Investigates and resolves escalated or difficult customer service complaints as well as calls from patients. Participates in the hiring and training of call center staff evaluates staff performance and reports findings to the Central Billing Manager. Completes other related work as assigned.

B. ESSENTIAL DUTIES AND RESPONSIBILITIES

• Is knowledgeable in and up-to-date on Call Center procedures and protocols as well as scheduling differences across Health Clinics;
• Directs others; interprets and explains procedures to others; answers a variety of questions related to medical scheduling and processes;
• Develops and delivers routine and ad hoc training;
• Works well under pressure in a high-volume call center environment;
• Uses a multi-line call center phone system;
• Establishes and maintains effective working relationships with staff peers and patients;
• Diffuses hostile patient callers;
• Listens understands follows and communicates verbal and written directions and applies them effectively in a variety of situations;
• Schedules patients for appointments with Health Clinics;
• Follows up on return mail for FCCH and works with immediate supervisor to secure updated information;
• Ensures patient account confidentiality;
• Answers calls professionally and responds to e-mails clearly concisely and professionally;
• Handles telephonic patient inquiries;
• Researches required information using available resources;
• Updates existing information;
• Handles priority issues from call center representatives;
• Routes calls to appropriate resource(s);
• Documents all call information according to the standard operating procedure;
• Contributes to employee performance evaluations;
• Translates documents from English to Spanish as necessary;
• Provides specialized scheduling for third party affiliates;
• Blocks and un-blocks schedules upon site request; and
• Performs other related duties as assigned

C. MINIMUM EDUCATION AND EXPERIENCE

• High School Diploma or GED;
• Two years of call center experience preferably in a healthcare setting and overall average of 80% on data entry and typing tests;
• Experience with Microsoft Office Suite;
• Bilingual English/Spanish required;

D. LICENSES/CERTIFICATIONS REQUIRED

• N/A

E. KNOWLEDGE SKILLS AND ABILITIES REQUIRED

• Ability to mentor lead train and direct staff;
• Ability to develop techniques/practices;
• Ability to work with automated systems and applications;
• Ability to use standard computer programs such as Microsoft Word Excel and Outlook;
• Must be able to register patients with 95% accuracy and to train others to the same performance standard;
• Must have knowledge of Medicare Medicaid and Private Insurance and be able to convey that knowledge to others;
• Knowledge and familiarity with compliance program. Cooperate fully and comply with laws and regulations;

F. AGE OF PATIENTS SERVED

• N/A

G. PHYSICAL CHARACTERISTICS/WORKING CONDITIONS

A person in this position has to be able to prioritize and respond to the diverse demands of the position.

1. Physical Effort and Dexterity: Good dexterity to operate personal computer and office equipment. Occasional lifting and carrying related to office duties.
2. Machines Tools Equipment required to be operated: Capable of using office machines and personal computers for word processing data entry and spreadsheet applications.
3. Visual Acuity Hearing and Speaking: Must be able to read a computer monitor and outputs accurately. Must be able to communicate clearly and accurately for work and safety compliance
4. Environment/Working Conditions: Work is mostly inside an office in a controlled environment. Normal office safety precautions and practices are required. Position requires travel throughout the Albuquerque metropolitan area. Work regularly scheduled Monday-Friday although weekends and evenings may be required to meet with members of the Board of Directors and meet deadlines.

This description lists the major duties and requirements of the job and is not all-inclusive. Applicants may be expected to perform job-related duties other than those contained in this document and may be required to have specific job-related knowledge and skills.