Contact Center Specialist
3 weeks ago
Job DetailsJob LocationBaldwin Hills - Offices - Los Angeles, CAPosition TypeFull TimeEducation LevelHigh SchoolSalary Range$25.00 - $26.92 HourlyTravel PercentageNoneJob ShiftDay:8am-5pm / some later evenings & weekJob CategoryCustomer ServiceDescriptionPOSITION SUMMARY:Under the direction of the Call Center Manager, the Call Center Specialist is responsible for handling inbound and outbound calls to and from patients and scheduling medical appointments.ESSENTIAL DUTIES AND RESPONSIBILITIES:Handle inbound and outbound patient calls and provide accurate, satisfactory answers to their queries and concerns.Assist patients with understanding the limitations of certain services and assist them in finding a solution to their concerns.Handle all scheduling calls and transfer other calls/patient inquires as appropriate.Schedule patient appointments according to clinic scheduling protocols.Register patients in eClinicalWorks according to clinic protocols.Verifies patients' insurance coverage and if patient is out of network, unassigned to APLA Health, or uninsured, refers patient to enrollment team.Protects patients' rights by maintaining strictest confidentiality of personal and financial information; adhering to all HIPAA guidelines/regulations.Maintains patient accounts in eClinicalWorks by obtaining, recording, and updating personal and financial information.Exhibit cultural competency with the LGBTQ+ population, underrepresented and underserved communities, and populations living with/at high risk of contracting HIV.Work with the referral coordinator and/or referring agencies to coordinate patient appointments.Work with the patient engagement and retention specialist to coordinate ED/ER follow up patient appointments.Coordinate auxiliary services to assist patients with barriers to access to healthcare (e.g. interpreter services, transportation).Ensure privacy protocols and regulations (e.g. HIPAA) are followed in order to keep patient protected health information safe and secure.Coordinate with other call center agents to improve customer service.On occasion, based on business necessity, staff may be required to work a non-standard schedule.OTHER DUTIES MAY BE ASSIGNED TO MEET BUSINESS NEEDS.QualificationsREQUIREMENTS:Training and Experience:High school diploma or GED required.At least two (2) years' experience working in a medical office or two (2) years of other customer service experience preferred.Bilingual English/Spanish required.Knowledge about insurance plans as well as Medi-cal/Medicare strongly preferred.Knowledge of:Basic computer software (Microsoft Office Suite)Call Center operationsHIPAA and OSHA guidelineseClinicalWorks or similar electronic health record systemRing Central or similar phone systemManaged care eligibilityHealthcare insurance plans (Medicaid, Medicare, and private/commercial plans; including dental and/or mental health preferred)Ability to:Participate as an effective member of a large service-providing agencyDemonstrate non-judgmental and compassionate care towards the LGBTQ+ population, underprivileged and underserved communities, and populations living with/at high risk of contracting HIVBe customer service orientedPossess great active listening skillsStrong telephone etiquetteMaintain strictest confidentiality of patientsMaintain a strict discipline in time managementOperate standard office equipmentDemonstrate excellent written and verbal communication skillsPerform word processing and data entry tasksMeet assigned deadlinesComplete assigned tasks with minimal supervisionCommunicate effectively with patients, staff, peers, and superiorsWORKING CONDITIONS/PHYSICAL REQUIREMENTS:This is primarily an office position that requires only occasional bending, reaching, stooping, lifting and moving of office materials weighing 25 pounds or less. The position requires daily use of a personal computer and requires entering, viewing, and revising text and graphics on the computer terminal and on paper.SPECIAL REQUIREMENTS:Must possess a valid California driver's license; proof of auto liability insurance; and have the use of a personal vehicle for work related purposes.Covid Vaccination and booster required or medical/religious exemption.Equal Opportunity Employer: minority/female/disability/transgender/veteran.#J-18808-Ljbffr
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