Customer Service Representative

6 days ago

Medford, Oregon, United States LA CLINICA DEL VALLE Full time
Job Title: Call Center Representative

La Clinica is seeking a skilled Call Center Representative to join our team. As a Call Center Representative, you will be responsible for providing exceptional customer service to our patients and stakeholders.

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, but not limited to; screening calls, routing calls appropriately, scheduling appointments, canceling appointments, making outgoing calls and taking messages.
  • Performs 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:
  • 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.

La Clinica is an equal opportunity employer and complies with the Americans with Disabilities Act. If you consider yourself disabled and desire assistance in the application process, please contact the Human Resources Department.

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