Call Center Agent

JOB SUMMARYHealthRIGHT 360 a nonprofit organization and a family of programs is committed to providing accessible and comprehensive healthcare services to vulnerable populations. Our mission is to tackle systemic barriers to healthcare and promote health equity for all. We offer a wide range of services including mental health care residential and outpatient substance use treatment and primary health services. Additionally we provide transitional support for individuals re-entering the community after involvement in the criminal justice system. By integrating physical and behavioral health we empower individuals to overcome challenges by addressing social determinants of health fostering resilience and facilitating Call Center is a comprehensive initiative designed to streamline customer communication enhance service quality and improve operational efficiency across all inbound and outbound call interactions. The department focuses on delivering timely accurate and empathetic customer support while leveraging technology and analytics to drive performance and Call Center Agent provides excellent customer service to both external and internal clients. This position answers high volume of calls schedules medical dental and behavioral health appointments provide support to clinic directs phone inquiries to appropriate departments and provides program information to all RESPONSIBILITIESIncoming callsAnswers a high volume of calls and schedules appointments for all patients with a high degree of of primary medical care behavioral and dental services to provide accurate information to all average call time and as indicated in call center average call volume as indicated in call center guidelines. Monitors incoming calls and works with Call Center Manager to minimize abandoned call about insurances and funding programs such as MediCal Medicare Healthy San Francisco Family PACT and commercial sliding fee scale policies to patients clearly on the phone and accurately documents and assigns messages and and updates contact information for all patients at every callsMake follow-up calls for any messages left. Completes robust confirmation calls for all next-day confirmation calls include confirming reason for visit necessity of visit appointment time appointment provider verification of insurance notification of any co-pays deductibles share of costs or payments due and any paperwork that may be needed to be with scheduling changes by contacting patients to reschedule ResponsibilitiesAccurately documents and promptly updates required patient information in electronic health record billing notes and general medical appointment reminders on the appointment screen as well as on the patient information and verifies contact information at every patient insurance information for patients and verifies eligibility with appointment visit status including rescheduled cancelled confirmed left voice message or any other status Responsibilities: All calls must be answered within 3 be able to answer a minimum of 1500 calls (based on the number of staff and total number of calls) per ServiceAll communications both internal and external must be delivered with excellent customer be courteous and professional for all patient talk to patients and clients in a caring and non-judgmental be able to deliver care in a culturally and linguistic sensitive ensure to use patients preferred name and adhere to scripted phrases welcoming patients and thanking them for their phone and documents patient complaints and routs calls to appropriate staff for swift perform other duties as Certification and Experience High school diploma or GED.2 years experience working in a medical setting (or call center) preferably in a community clinic with medical experience is with other community agencies in the Bay Area to make appropriate experience in front desk reception administrative and/or customer working with staff and and SkillsKnowledge of computerized medical scheduling and billing of HIPAA attention to detail ability to work independently and strong organizational to working with diverse communities including communities of color homelessness and users of illegal substances HIV/AIDS patients and persons with mental health organizational interpersonal listening speaking and written communication to work effectively with all levels and types of employees management clients and to work cooperatively and effectively as part of a to multi-task and work well independently and under pressure in a fast-paced environment; proficiency with Microsoft Office applications (Excel Outlook and Word) specifically Word Outlook and internet of harm reduction philosophy and ability to provide non-judgmental client-centered services.