Telecommunications Representative

The Telecommunications Representative will be responsible for answering multi-line telephones, triaging calls, taking messages, and scheduling appointments. This role serves as a liaison between the caller and medical support staff, ensuring seamless communication and efficient workflow.

• Answer telephones in a courteous and timely manner, transferring calls to the correct department or personnel.
• Identify the department and oneself by first and last name when answering calls.
• Respond to calls within the third ring, allowing the caller to respond prior to being placed on hold.
• Sort messages for departmental personnel and retrieve saved messages from the answering service.
• Inform staff of any calls, using direct extension and paging over intercom as necessary.
• Provide accurate and reliable information regarding clinic services.
• Make reminder phone calls for next day scheduled appointments.
• Cover the reception desk as needed and update patient demographic data according to front office policies.
• Reschedule appointments with patients who failed to appear.
• Offer dental, optometry, and behavioral services.
• Verify Medical/MHLA eligibility for new or current patients as needed.
• Check the Patient Portal for online appointment requests and schedule appointments accordingly.
• Maintain a neat, clean, and safe work area.
• Promote confidentiality and maintain privacy regarding patient data information.
• Demonstrate a positive attitude and proactive approach to customer needs.
• Work cooperatively and effectively with others.
• Seek additional duties to promote continuity of operations.
• Complete assignments within the scheduled shift.
• Communicate work-related problems and reports to the Department Supervisor and Lead.
• Initiate measures to deliver high-quality care to patients and improve services.
• Respond efficiently and timely to all patient and provider staff needs and inquiries.
• Ensure excellent customer service to all FHCCGLA patients.
• Work with operations managers to manage patient scheduling and flow.
• Handle patient grievances according to FHCCGLAs Policy & Procedure.
• Assist in developing, updating, and reviewing FHCCGLA Policies & Procedures (P&Ps).
• Ensure HIPAA compliance by maintaining confidentiality of all patient data and E.H.R./Practice Management System (PMS) according to regulations and FHCCGLAs P&Ps.

• Experience in a medical office setting preferred.
• Current CPR Certification required and kept up to date.
• FQHC experience highly preferred.
• Excellent analytical skills and motivation to take initiative.
• Excellent writing and verbal communication skills.
• Knowledge of administrative principles and procedures.
• Computer knowledge preferred (e.g., NextGen (E.H.R. & PMS), Microsoft Word and Excel).
• Bilingual English/Spanish and familiarity with the Hispanic culture.
• Access to an automobile with a valid California driver's license and state-mandated automobile insurance.
• Ability to prioritize workload and work under pressure of deadlines.
• Ability to meet tight time-sensitive deadlines.
• Motivated and committed to providing high-quality healthcare for indigent and underserved communities.
• Willingness to adapt to changes related to the agency's growth and expansion.
• Ability to speak Spanish preferred.
• Ability to handle multiple tasks and work in a busy environment including heavy telephone duty.
• Promote and provide means for a working team relationship within Front Office and other departments.
• Organized, flexible, thoroughness, dependability, and attention to detail.
• Able to work and communicate effectively with people of diverse culture, education, and economic backgrounds.

$45,000 - $65,000 per year.