Clinica Denver , CO 80208
Posted 2 months ago
This job exists to: Ensure incoming calls are handled professionally, courteously and efficiently and callers have their needs met and satisfying experience when calling Clinica FHS.
ESSENTIAL DUTIES AND RESPONSIBILITIES:
Answer incoming calls professionally.
Exhibits positive leadership skills, actively striving to improve the patient and staff experience of Clinica, as well as strong communication skills, including willingness to grow and develop skills in motivational interviewing.
Verify and update patient demographics with each patient related call as needed.
Screen callers to determine caller's needs.
Schedule, cancel, confirm or reschedule appointments according to the scheduling guidelines.
Transfer calls, create tasks and communicate patient language interpretation need to the clinics according to protocol.
Answer caller questions according to protocol.
Take and forward messages to the appropriate party.
Provide exceptional customer service to all callers.
Maintain cultural sensitivity when dealing with customers and coworkers.
Respond to customer inquiries.
Manage patient cancellations according to protocol, including managing patient cancellations left through voicemail.
Actively work outreach and other reports during lower volume times.
Assist in confirming appointments.
Assist with front desk when needed.
OTHER DUTIES AND RESPONSIBILITIES:
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.
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.
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.
Build collaborative relationships with clinical team, financial screeners and front desk staff through strong communication.
May assist with training other Call Center Attendants.
Flexibility to travel to different locations.
Performs other duties and responsibilities as requested.
SCOPE OF AUTHORITY:
This position is expected to perform responsibilities with general managerial direction.
For immediate problems, the position is responsible for independent problem solving.
Progress is reviewed quarterly and results are measured and formally evaluated annually.
Education and Experience:
High School diploma or GED preferred.
One year phone service preferred.
One year medical or dental facility preferred.
Knowledge, Skills and Abilities:
Fluent in both English and Spanish.
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.
PRINCIPAL WORKING RELATIONSHIPS:
Patients and the surrounding community
All Clinica staff
MATERIALS AND EQUIPMENT DIRECTLY USED:
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
Flexible Spending Account
Compensation: Approximately $16.37-$18.89 per hour. 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.