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Appointment Center Lead
3 months ago
Who We Are:
SAC Health empowers our patients and their families to live vibrant and healthy lives through culturally responsive, exceptional care. Patient-centered, whole-person care. Our unique, full scope, team-based approach is what makes SAC Health the provider of choice for patients.
Top-Tier Patient Satisfaction Scores | Largest Teaching Health Center FQHC | 11 Locations offering 44 Specialties | NCQA Patient-Centered Medical Home Level 3 Certified
Multi-Site Approved for NHSC & NCLRP loan forgiveness programs - NHSC/Nurse Corps/STAR/Pediatric Specialty | HPSA Scores: Primary: 17 | Dental: 25 | Mental: 20
What We Are Looking For
The Lead, Appointment Center Agent is primarily responsible for answering inbound calls for all of SAC Health's departments in a positive, timely, and professional manner. Schedule, confirm, cancel, and amend appointments as well as verify, update, and/or correct insurance information in the company-provided computer system and software. The lead is also responsible for overseeing the workflow and all activities of the Appointment Center Agents within the department to ensure schedule adherence, and phone availability, and to ensure immediate and professional service is provided to each inbound call. The lead will assist with conflict resolution, deliver coaching to Appointment Center Agents as needed and/or asked, and work in a manner to boost morale and increase productivity within the department. The lead will accept and process escalated calls, serve as the liaison to other departments, and attend meetings upon request.
Schedule: 4 days per week, 10 hours per day, Tuesday - Friday, 8:30am - 7:00 pm | Location: Hospitality Lane Administrative Offices, San Bernardino, CA
ESSENTIAL FUNCTIONS AND DELIVERABLES
- Ability to maintain composure and professionalism while always working with patients and staff.
- Able to work with minimal supervision and maintain positive rapport while operating within a group/team setting.
- Ability to meet individual, departmental, and company expectations and goals.
- Ability to collaborate, support, and function in a teaching organization that builds, coaches, and embraces interns and residency programs.
- Must demonstrate a passion for the team and have the ability to consistently work with rotating doctors, residents, and interns, while continuously building a trusting, safe, patient-centered workplace.
- Assist with training new and established employees as needed.
- Analyze and plan departmental reports with the Appointment Center Supervisor.
- Assist Appointment Center Agents with the achievement of team and individual goals.
- Work cohesively with the Appointment Center Supervisor, Patient Access Trainer, and other Leads throughout the organization to ensure efficiency.
- Other duties as outlined in the official job description.
QUALIFICATIONS:
- Education: High school diploma or equivalent required. Medical terminology and additional studies in business preferred.
- Licensure/Certification: Medical Assistant Preferred, but not required. As a requirement of this position, you must receive EPIC certification for the module you have been hired into.
- Experience: Minimum of two (2) years of experience in a Call Center/Appointment Center and/or in front or back medical office preferred.
- Essential Technical/Motor Skills: Telephone skills and computer competency required. Ability to calculate figures and amounts such as discounts and percentages is required.
- Interpersonal Skills: Effectively communicate with all levels of personnel, students, and patients by phone, in writing and in person. Must be able to read, analyze and interpret procedures from various payer sources. Must possess basic writing skills.
- Work Eligibility: Must be legally authorized to work in the United States on a full-time basis. Must not now or in the future require sponsorship for employment visas.
EEO: SAC Health is committed to fostering a diverse, equitable and inclusive work environment and is committed to being an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status.
Full Benefits Package Effective on Your First Day
Industry Leading PTO Accrual (accrued per pay period) | Sick Leave | Paid Holidays | Paid Jury Duty, Bereavement | SAC Health Covers approximately 85% of Team Member health premium costs (may vary w/benefit plan selection) | Retirement - up to 8% employer contribution | Continuing Education and Learning Benefits | Annual Mission Trip and much more
Learn More About the Work We Do:
SAC Health's Mission: SAC Health's mission is to reflect the healing ministry & love of Jesus Christ through healthcare, education & partnerships that empower our communities to flourish.
SAC Health's Core Values: Quality Healthcare - Teamwork - Wholeness -Integrity - Compassion - Excellence - Humble Service - Respect
