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Customer Service Representative

2 months ago

Medford, Oregon, United States LA CLINICA DEL VALLE Full time
Job Summary

We are seeking a highly skilled and compassionate Customer Service Representative to join our team at La Clinica del Valle. As a key member of our Call Center, you will be responsible for providing exceptional customer service to our patients and their families.

Key Responsibilities
  • Respond to all calls in a courteous and professional manner, ensuring that all incoming calls are answered within 40 seconds.
  • Work with team lead and coordinator to ensure that no more than 4% of calls are abandoned.
  • Masters customer call protocols, including screening calls, routing calls appropriately, scheduling appointments, canceling appointments, making outgoing calls, and taking messages.
  • Perform a "warm hand off" whenever possible while transferring a patient to another person.
  • Works independently to complete administrative projects as assigned by their team lead or call center coordinator.
  • Responds to emergency calls in accordance with customer call protocols.
  • Notifies team lead or coordinator of all phone system problems in a timely manner and maintains appropriate logs recording all system failures and problems.
  • Responsible for following workflows that result in capturing activities to meet patient engagement standards as outlined in the APCM program.
  • Responsible for outreach efforts to ensure continuation of OHP eligibility and engagement in La Clinica services.
Requirements
  • Minimum: High School Diploma or GED.
  • Zero to two years related experience and/or training; or equivalent combination of education and experience in field.
  • Excellent interpersonal communication and problem-solving skills.
  • Skills to intervene and promote reconciliation, compromise, and positive outcomes in difficult interactions.
  • Bilingual/Bi-literate skills in English/Spanish required.
Benefits
  • Medical, Dental, and Vision Insurance.
  • Voluntary Accident, Short Term Disability, and Critical Illness Insurance.
  • 403(b) Retirement Savings Plan with Available Company Match.
  • Organization Paid Standard Life Insurance.
  • Flexible Spending Accounts (FSA) and Health Savings Account (HSA).
  • Learning Well workshops.
Equity Statement

At La Clinica, we commit to engage everyone in a welcoming, respectful, and loving way and to maintain the dignity and value of all people above everything else. These standards align with our organization's vision of absolute excellence, open-hearted community, and well-being for all.