Job Description

$16.40 - $18.50 Compensation range

Chapa-De Indian Health, a non-profit community health center, has an opportunity for a Full-time Call Center Rep in Grass Valley, CA.

POSITION SUMMARY:

The primary function of the Call Center Representative (CCR) is to answer all incoming calls for both the Medical and Optometry departments with the emphasis on addressing the caller’s needs. This could include scheduling appointments, routing for Rx refills, answering questions about services, checking eligibility, sending messages to clinical teams, and forwarding calls for further triage. The CCR is expected to consult frequently with the Team Leader and/or the Front Office supervisor and clinical teams. The CCR serves as liaison between clinical teams and other staff, other agencies, and patients via the phone with an emphasis on team-based care.

SPECIFIC RESPONSIBILITIES:

1. PATIENT SCHEDULING a. Accurately schedule patients ensuring that schedule reflects appropriate clinician and effective use of clinical hours. b. Monitor no-shows/cancellations for available slots where same day appointments can be scheduled. c. Remove the day’s cancellations from the computer if a patient calls to cancel. d. Confirm next day appointments addressing appointment time, insurance, and Medi-Cal eligibility.

2. PHONES a. Answer telephones, handling calls as needed and taking messages when appropriate. b. Greet patients in a prompt, courteous, and helpful manner. c. Maintain appropriate boundaries concerning medical advice and patient triage.

3. OTHER DUTIES a. Communicate frequently with the clinical team regarding patient requests, scheduling issues or other aspects of duties. b. Effectively maintain and protect the confidentiality of all medical records and patient information. c. Enter all demographic changes as indicated by patient into the system accurately. d. Attend seminars and trainings to maintain current knowledge of processes and systems. e. Keep work areas tidy. f. Perform other duties as assigned.

4. GENERAL AGENCY DUTIES a. Foster an environment that promotes trust and cooperation among all staff of CDIHP. b. Comply with clinic policies and procedures to ensure that the principles of CDIHP are implemented. c. Inform Medical Administrator of matters of general interest and problem areas as such are determined or discovered. d. Attend all CDIHP mandatory meetings and other meetings as requested. e. Understand and adhere to the Ethics, Compliance and Code of Conduct policy. f. Understand and promote the mission, vision, and values of Chapa-De both in the work place and in the community. g. Maintain compliance with all state and federal laws and regulations, as they pertain to position including; HIPAA, Scope of Practice, Accreditation Standards, OSHA and the Agency’s Policies & Procedures.

5. CUSTOMER SERVICE Improve the patient experience by: a. Minimizing patient telephone hold times b. Addressing callers needs immediately when possible c. Being committed to providing high quality comprehensive care and strive to continually improve. d. Striving to treat patients and each other with respect, courtesy and compassion. e. Believing that it is everyone's responsibility to identify problems, take ownership and contribute to solutions. f. Promoting teamwork and cooperation to create an environment that maximizes efficiency and satisfaction.

6. Personal/Behavior a. Display cheerful demeanor and makes positive comments when on duty. b. Refrain from participation in harmful gossip, dysfunctional group interactions and divisive behavior. c. Display courteous and professional behavior in all interactions with the public. d. Work cooperatively with other staff members. e. Display flexibility in accepting, changing or carrying out assignments. f. Adhere to dress code expectations, including fragrance-free requirements. g. Display sensitivity in a multicultural environment.

QUALIFICATIONS/EXPERIENCE:

1. A minimum of 1 year hands-on experience answering high volume phone calls, in a call center setting, and using computer based applications in a professional manner.
2. A minimum of 1 year of demonstrated ability solving problems with a focus on detail.
3. Demonstrated effective communication skills and ability to work effectively with a team in stressful situations.
4. Demonstrated ability to prioritize work and complete it on a timely basis with minimal supervision.
5. Basic knowledge of medical terminology. Ability to read, write, understand and spell medical terminology correctly.
6. High school diploma required or equivalent
7. Current and in good standing; CDL, vehicle insurance and DMV printout.

INDIAN PREFERENCE. Preference in filling vacancies will be given to qualified Indian applicants in accordance with the Indian Preference Act (Title 25, U.S Code, section 472 & 473). In other than the above, Chapa-De Indian Health Program, Inc. is an Equal Opportunity Employer.