Call Center Representative (Full Time)

POSITION TITLE: Call Center Representative

DEPARTMENT: Patient Access

REPORTS TO: Patient Access Supervisor

SUPERVISION GIVEN: None

LOCATION: West Fairfield, CA

SCHEDULE: Full time, Mon to Fri 8am to 5pm

Pay Range: $22.84 to $27.91, depending on experience

About CommuniCare+OLE

Established in 2023, CommuniCare+OLE is the result of a union of two health centers with a deep roots in their respective communities and reputations for providing high-quality primary care to all, regardless of insurance or ability to pay: OLE Health of Napa and Solano Counties and CommuniCare Health Centers of Yolo County. Building on a legacy established by both organizations in 1972, CommuniCare+OLE is a network of federally-qualified health centers with 17 sites across Napa, Solano, and Yolo Counties. It offers comprehensive care, including medical, dental, behavioral health and substance use treatment, nutrition, optometry, pharmacy, care coordination, referrals, and enrollment assistance to more than 70,000 individuals, and no one is turned away due to lack of insurance, immigration status, or ability to pay. Many services are offered outside of its sites, including mobile health, home visiting, and community and school-based programs.

JOB SUMMARY: The Call Center Representative is responsible for greeting patients in person or on the phone and driving a positive patient customer service experience. The Call Center Representative will maintain a safe and clean reception area by complying with procedures, rules, and regulations and will also be responsible for maintaining continuity among work teams by documenting and communicating actions, irregularities, and continuing needs.

KNOWLEDGE OF WORK

Ability to work at multiple sites as needed and perform all necessary tasksKnowledge of programs, insurances and access, eligibility guidelines and applications (including Medi-cal, CDP, CHDP, CPSP, Presumptive Eligibility, Family Pact, Sliding Scale)Ability to recognize problems, collect data, and establish factsAble and sensitive to the needs and situations of multi-cultural populations from a variety of income levelsKnowledge of customer service best practicesAbility to work in a fast-paced environment and multitask

DUTIES AND RESPONSIBILITIES

Creates and updates computerized patient records in the electronic health records systemSchedule appointments as needed, according to policies and guidelinesCapture patient demographic information, insurance information, structured data into Electronic Health Records with each patient encounter, scan all forms into Electronic Health Records as applicable and appropriately change check in statusVerify insurance eligibility through proper insurance variation systems and updating payor codesEnsure required forms are completed and signed; provide assistance to patients in completion of applicable formsCollect and post co pays, payments, existing balances, and provide necessary receiptsReconcile monies with day sheet detail report and ensures safe keeping of all cash, checks and credit cards transactions receivedPrompt follow up of telephone encounters/actionsOpen incoming mail and process or direct as appropriate. Review and distribute incoming faxes, rerouting if necessary (at some locations)Keep log of all patients given Presumptive Eligibility and submit to State on a weekly basis (Perinatal Services only)Follow managed care procedures, as applicable to obtain authorization for services in order to ensure payment and reduce denials.Attends routine department meetings, in service trainings, and other meetings as required to maintain professional growth and comply with the organization policyVerify accuracy of information, obtain necessary consents, and documentation on all patients upon registration and scheduling.Responsible for greeting patients professionally on the phone or in person and driving a positive and personal patient/customer service experience.Provide assistance during training of the new staff.Perform other duties as assigned

EDUCATION, EXPERIENCE, TRAINING

• High School Diploma or General Education Degree required.
• Bilingual (English/Spanish) required; written and verbal.
• Entry level position; one year of experience in a healthcare setting preferred.
• Strong analytical and problem-solving skills and attention to detail required.
• Must certify and remain current in CPR certification.
• Data entry skills, Microsoft Office, and Electronic Health Record system preferred.
• Valid Driver's license required.

BENEFITS

• Medical, Dental, Vision Coverage
• PTO (Vacation & Sick)
• Paid Holidays + 1 Float Holiday
• 4% Employer Match for 403(b) retirement plan
• Tuition Reimbursement of up to $2,000 per Calendar Year for part-time and full-time employees (prorated per Full-Time Equivalent)
• Life & Accidental Insurance Coverage
• Employer contribution for Health Savings Account
• Flexible Spending Account (FSA) and Limited FSA Options

CommuniCare+OLE requires pre-employment drug-testing (4-panel drug-test includes: amphetamines, cocaine, opiates, and PCP).