Call Center Agent

3 weeks ago

San Francisco, California, United States HealthRIGHT 360 Full time

HealthRIGHT 360 gives hope, builds health, and changes lives for people in need by providing comprehensive, integrated, compassionate care that includes primary medical care, mental health services, and substance use disorder treatment.

The Integrated Care Center Clinic is a federally qualified health centers that provide primary care, behavioral health, addiction treatment, psychiatry, dental care, and more. We provide care to those most in need including those who are suffering from homelessness, mental illness, substance use, mental illness, and chronic medical conditions. We provide team based care in an integrated care setting. We are looking for a mission driven, service leader who works well in a team, has experience with managing and supporting staff, champions quality improvement, leads change, and is excited to innovate.

Benefits and perks:

  • HR360 offers a robust benefits package, including PTO, 15 paid holidays, commuter benefits, retirement plans, and more
  • Employees qualify for public loan forgiveness programs
  • Training and professional development opportunities
  • Work with mission driven, compassionate colleagues and make a difference every day in the work that you do.
This is a union position

Job Overview: This is a remote position with a Monday through Friday schedule from 8:45 AM to 5:15 PM. You will be required to work in the clinic 18 days per year for the All Staff Meetings and Team building meetings.
  • As this is a remote role, reliable internet is essential.
  • In the event of an internet issue that cannot be resolved within one hour, you will need to go to the office to complete the remainder of your workday.
JOB SUMMARY

The Call Center plays a crucial role in ensuring seamless communication between patients and healthcare providers by acting as the first point of contact for all inquiries. The Call Center Agent is responsible for delivering exceptional customer service to both external clients, such as patients, and internal teams. This position requires handling a high volume of incoming calls, scheduling appointments for medical, dental, and behavioral health services, and providing accurate program information. Additionally, the Call Center Agent supports clinic operations by directing calls to the appropriate departments and offering assistance as needed.

KEY RESPONSIBILITIES

Incoming calls:
  • Answers a high volume of calls and schedules appointments for all patients with a high degree of accuracy.
  • Knowledgeable of primary medical care, behavioral, and dental services to provide accurate information to all callers.
  • Maintains average call time and as indicated in call center guidelines.
  • Maintains average call volume as indicated in call center guidelines.
  • Monitors incoming calls and works with Call Center Manager to minimize abandoned call rates.
  • Knowledgeable about insurances and funding programs, such as MediCal, Medicare, Healthy San Francisco, Family PACT, and commercial insurances.
  • Communicates sliding fee scale policies to patients appropriately.
  • Communicates clearly on the phone and accurately documents and assigns messages and faxes.
  • Confirms and updates contact information for all patients at every contact.
Outgoing calls:
  • Makes follow-up calls for any messages left. Completes robust confirmation calls for all next day appointments.
  • Robust confirmation calls include confirming reason for visit, necessity of visit, appointment time, appointment provider, verification of insurance, notification of any co-pays, deductibles, share of costs, or payments due, and any paperwork that may be needed to be completed.
  • Assist with scheduling changes by contacting patients to reschedule appointments.
Documentation Responsibilities:
  • Accurately documents and routinely updates required patient information in electronic health record system.
  • Documents billing notes and general medical appointment reminders in the appointment screen, as well as in the patient information screens.
  • Collects and verifies contact information at every call. Enters patient insurance information for patients and verifies eligibility with patient.
  • Documents appointment visit status, including rescheduled, cancelled, confirmed, left voice message, or any other status appropriately.
Productivity:
  • All calls must be answered within 3 minutes. Agent must be able to answer a minimum of 1500 calls (based on number of staff and total number of calls) per month.
Customer Service:
  • All communications, both internal and external, must be delivered with excellent customer service. Must be courteous and professional for all patient interactions.
  • Must talk to patients and clients in a caring and non-judgmental manner.
  • Must be able to deliver care in a culturally and linguistically sensitive manner.
  • Must ensure to use patient's preferred name and pronouns.
  • Must adhere to scripted phrases, welcoming patients and thanking them for their phone calls.
  • Listens and documents patient complaints, and routs calls to appropriate staff for swift resolution.
QUALIFICATIONS

Education, Certification, and Experience
  • Prior experience in front desk reception, administrative and/or customer service.
  • High School Diploma or GED equivalent.
  • Experience working with staff and volunteers.
  • Working knowledge of computerized medical scheduling and billing systems.
  • 2 years' experience working in a medical setting (or call center), preferably in a community clinic with medical experience preferred.
  • Familiarity with other community agencies in the Bay Area to make appropriate referrals preferred.
Knowledge and Skills
  • Knowledge of HIPAA regulations.
  • Excellent attention to detail, ability to work independently and strong organizational skills.
  • Ability to assist callers in an approachable and welcoming manner.
  • Ability to work cooperatively and effectively as part of a team.
  • Ability to multi-task and work well independently and under pressure in a fast-paced environment; detail-oriented.
  • Strong proficiency with Microsoft Office applications (Excel, Outlook and Word), specifically Word Outlook and internet applications.
Background Clearance
  • Must complete background check
We will consider for employment qualified applicants with arrest and conviction records.

Other details
  • Pay Type Hourly
  • Hiring Rate $20.80
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