Call Center Agent

2 weeks ago

Lancaster, California, United States Bartz-Altadonna Community Health Center Full time $21,000 - $42,000 per year

Summary:

The call center representative will act as the initial point of contact between the Bartz-Altadonna and existing / potential patients. Successful candidates will have deep knowledge of the health center's programs, services, and Electronic Records Management (ERM) system. He /she will be able to successfully manage a large amount of phone calls daily. He / she will be able to effectively answer patient inquiries and address their issues / concerns while maintaining customer satisfaction and adhering to Bartz-Altadonna's core values.

Essential Functions:

  • Manages a large amount of inbound and outbound calls daily.

  • Answers all general phone calls in a timely manner.

  • Provides the highest degree of customer service to internal and external clients/patients by being responsive to all inquiries in a timely manner.

  • Be able to navigate the Center's database system.

  • Able to assist new patients with scheduling appointments over the phone and rerouting existing patient calls to the appropriate department.

  • Attend mandatory training sessions to stay updated with new industry trends and health center policies.

  • Complies with organizational policies and procedures.

  • Participate in quality assurance activities to monitor and improve client service quality.

  • Performs job duties collaboratively with health center management and exercise good judgment.

  • Maintain compliance with HIPAA at all times.

  • Other duties as assigned.

MINIMUM QUALIFICATIONS:

Education:

  • High School diploma or GED required.

Experience:

  • Previous call center experience in a health center / medical facility preferred.

Skills Required:

  • Fast learnerwith great attention to detail.

  • Bilingual English and Spanish.

  • Fosters and promotes a culture of service excellence and accountability.

  • Consistently adheres to a high standard of professional ethics; conducts self in an ethical manner and is a role model to others.

  • Promotes and believes in the BACHC missions statement: "Helping People Heal."

  • Believe and aligns with the BACHC core values: Compassion, Respect, Integrity, Accountability, and Teamwork."

  • Treats everyone equally regardless of racial, ethnic, religious, social, and economic status or background.

  • Performs all job functions in a professional and courteous manner.

  • Basic Computer Skills (Microsoft Office, Internet Applications).

  • Clear and effective Communication skills.

  • Able to display adaptability, empathy, patience, and has a positive attitude.

General Information: The above statements are intended to describe the general nature and level of work being performed by individuals assigned to this position. They are not intended to be an exhaustive list of all duties, responsibilities, and skills required of personnel so classified. The incumbent must be able to work in a fast-paced environment with demonstrated ability to juggle and prioritize multiple, competing tasks and demands, and to seek assistance as appropriate.

Physical Requirements:

While performing the duties of this job, this position is frequently required to do the following

  • Use standard office equipment and access, input, and retrieve information from a computer. Use computer keyboard with manual and finger dexterity and wrist-finger speed sufficient to perform repetitive actions efficiently for extended periods of time.

  • Communicate effectively in person or via telephone in a manner which can be understood by those with whom the person is speaking, including a diverse population.

  • Give and follow verbal and written instructions with attention to detail and accuracy.

  • Perform basic arithmetic functions.

  • Vision: see details of objects at close range.

  • Coordinate multiple tasks simultaneously.

  • Reach forward, up, down, and to the side.

  • Remain stationary for minimum periods of one hour at a time and come and go from the work area repeatedly throughout the day. Employee is entitled to two ten (10) minute breaks, one in the morning and another in the afternoon. Employee is required to take a minimum 30 minute break for lunch after four (4) hours of work.

  • Lift up to five (5) pounds. Will occasionally be asked to lift up to fifty (50) pounds.

Other Duties

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice to fit the needs of this position and BACHC.

BACHC is an EEO and an At Will Employer

Job Type: Part-time

Pay: $21.00 per hour

Work Location: In person

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