Call Center

This job exists to: Ensure incoming calls are handled professionally, courteously and efficiently and callers have their needs met and a satisfying experience when calling Clinica Family Health.

Full Time Schedule: Monday-Friday from 7:45am-5pm. 40 hours per week.

WHY we love working here- quotes from current Clinica employees:

• "I feel welcomed and appreciated by those I work with each day."
• "There is unity among the staff in the Communications Center"
• "We have input and are listened to"
• "It is hard work, but it is fun and fulfilling"
• "You are part of something bigger"

ESSENTIAL DUTIES AND RESPONSIBILITIES:

• Answer incoming calls professionally.

• Responsible for intake of New Patient that includes creating charts, scheduling and educating New Patients.

• Verify and update patient demographics with each patient related call as needed.

• Screen callers to determine needs.

• Screen for duplicate charts and follow duplicate chart process.

• Screen for bad address alerts and follow bad address process.

• Follow Alerts on patients' chart to schedule and transfer appropriately.

• Schedule, cancel, confirm or reschedule appointments according to the scheduling guidelines.

• Transfer calls and take/send messages according to protocol.

• Answer caller questions according to protocol.

• Provide exceptional customer service to all callers.

• Maintain cultural sensitivity when dealing with customers and coworkers.

• Take part in collaborative working relationships in the organization that include participation in PDSA's, work groups or committees. Report back relevant information to the CC Manager and Supervisors.

• Responsible for creating Patient Experience Forms on behalf of caller's request and sending them to the appropriate departments. Should we create these or send them to the Ops phone at the pertaining site?

• Responsible for updating preferences to ensure access to our patients.

• Responsible for reading, responding to and managing communications via Outlook regarding organization and departmental updates.

OTHER DUTIES AND RESPONSIBILITIES:

• Act as a team player in all work situations.

• Always consider "what is the right thing" when making a decision.

• Look for ways to improve job quality and create a fun work atmosphere.

• Look for ways to improve Clinica's guidelines and procedures by providing feedback to management team.

• Look for ways to improve relationships amongst other members in the organization by providing feedback to the management team.

• Build collaborative relationships with all Clinica staff through strong communication.

• May assist with training CCS peers.

• May assist with taking questions from peers at CC Manager/Supervisor request.

• Maintain a safe work environment by remaining informed of and compliant with the clinic's safety policies, and in particular by application of safe practices in area of own responsibility.

• Compliance:

• Knowledgeable of and compliant with laws and regulations governing area of responsibility.

• Responsible for reporting any potentially non-compliant conduct.

• Cooperate fully with our Compliance Officer in upholding our Compliance Plan.

SUPERVISION: No

SCOPE OF AUTHORITY:

• For immediate problems, the position is responsible for problem solving in conjunction with department leadership.

POSITION QUALIFICATIONS:

Education and Experience:

• High School diploma or GED preferred.

• One year phone service preferred.

• One year medical facility preferred.

• Customer service experience required.

• Strong telephone etiquette and excellent keyboard skills.

• Excellent ability to quickly grasp complex guidelines, protocols and rules for scheduling and managing patients.

Knowledge, Skills and Abilities:

• Fluency in Spanish preferred but not required.

• Good telephone etiquette and excellent keyboard skills.

• Excellent grasp of Call Center guidelines, protocols and rules for scheduling and managing patients.

• Excellent interpersonal skills enabling the person to be able to react effectively and calmly in emergencies and within strict guidelines.

• The capacity to maintain the trust of the customers as well as customer confidentiality.

• Possess multi-tasking abilities.

• Good attention to detail.

• Ability to function well in a hi-stress, fast-paced work environment.

PRINCIPAL WORKING RELATIONSHIPS:

• Patients and the surrounding community

• Outside vendors

• All Clinica staff

• Communications Center Specialist peers

• Communications Center leadership team

MATERIALS AND EQUIPMENT DIRECTLY USED:

• Computer

• Telephone, telephone headset

• Copier, fax, printer

WORKING ENVIRONMENT AND PHYSICAL ACTIVITIES:

• No risk of exposure to blood borne pathogens

• Usual office environment

• Must be comfortable working long periods of time on the telephone

What we offer:

• Competitive Vacation Time

• Paid Holidays

• Medical Benefits

• Dental Benefits

• Vision Plan

• Retirement Plan

• Flexible Spending Account

• Growth Opportunities

Compensation: Approximately $16.37 - $18.98 per hour to start, or more if candidate has significant previous call center experience. All individual pay rates are calculated based on the candidate's experience and internal equity.

COVID-19 Vaccine (Required) Religious or Medical Exemptions available via application process.

Clinica Family Health is an Equal Opportunity Employer. We prohibit unlawful discrimination against applicants or employees on the basis of age 40 and over, race, color, religion, national origin, sex, disability, sexual orientation, gender identity, or any other applicable status protected by federal, state, or local laws.