Patient Service Representative-Call Center

Family Health Centers of San Diego San Diego, CA
service representative representative call center medical call center health manager scheduling patients training medical terminology community customer service
December 1, 2022
Family Health Centers of San Diego
San Diego, CA
OTHER

For over 50 years, Family Health Centers of San Diego (FHCSD) has provided affordable, high-quality health care and supportive services to all San Diegans. With more than 2,500 employees spread throughout more than 50 sites around the county, FHCSD is proud of the diversity of its staff as a reflection of the communities it serves.

The reward of working at FHCSD is more than a paycheck and excellent benefits; it is the impact and contribution to the San Diego community that employees value most. If you are passionate about improving the overall health and livelihood of your community, FHCSD is looking for people like you.

General Job Description

*Under the direction of the Manager of Call Center, the Patient Service Rep-Call Center is responsible for performing customer service functions, from responding to a high volume of inbound calls, scheduling appointments, pre-registering , handling issues/ complaints, responding to questions, or directing patients to the appropriate area. This role may also assists the Manager of Call Center with training new staff and mentoring peers.

Job Roles

*Answers telephone and assists patients by providing information or directing them to the appropriate area, in a pleasant and professional manner.

*Assists patients in scheduling, rescheduling, or canceling appointments and documenting the reason for the visit.

*Enters patient data into computer system accurately and schedules appointments correctly by following the provided appointment guidelines.

*Performs other duties as assigned.

*Reports any unusual circumstances or phone call issues to the Manager of Call Center while following procedures outlined in training guides, memos, and other FHCSD documents.

*Responsible for attending and putting into practice all staff training activities related to appointment scheduling.

Education/Certifications/Licenses/Registrations

*At least 1 year of experience in a call center preferred.

*At least 2 years customer service experience required OR Medical Assistant Certification/Medical Terminology course required.

*High School diploma or GED equivalent preferred.

*Medical Assistant Certification or Medical Terminology course preferred.

Experience/Specialized skills (including Language)

*Ability to multi-task, be flexible, ensure accuracy, and meet changing priorities in a fast-paced, high-workload environment.

*Bilingual English/Spanish required.

*Intermediate computer literacy (i.e., use system to manage and schedule appointments, access electronic medical record information).

*Intermediate written and verbal communication skills.

*Knowledge of medical terminology and front office procedures preferred.


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