Bilingual Call Center Representative - PHC Administrative Office

About the role

This position works at the PHC Call Center which is located at our Administrative Office in Des Moines; this is not a remote position. This position will typically work 40 hours per week, Monday - Friday 8 AM - 5 PM.

Responsibilities

• Answers incoming phone calls in a timely manner and routinely checks the queue to monitor calls holding, provides information and assistance, and properly and politely navigates patients through the organization.
• Uses de-escalation techniques when needed.
• Schedules appointments for medical, behavioral health, and dental providers, as well as nurse visits and other services that require scheduling.
• Maintains schedules for accuracy and prevents overbooking.
• Collects, verifies and updates, and accurately documents patient demographic, billing, and insurance information in the electronic health record.
• Follows protocols to properly screen and route calls and sends detailed messages through the electronic health record when needed.
• Collects patient payments over the phone.

Qualifications

• A minimum of 1 year of experience in healthcare, human services or social services; or 2 years in customer service.
• Ability to effectively communicate in English and Spanish verbally and in writing.
• Excellent customer service skills and commitment to service excellence.
• Effective verbal and written communication skills.
• Good problem-solving skills with ability to apply critical thinking.
• Takes initiative and demonstrates dependability.
• Team oriented with ability to collaborate effectively with others.
• Listening and reading skills with ability to follow written and verbal instructions.
• Basic computer skills with proficiency using Microsoft Office applications, keyboard entry and internet-based applications.
• Detail oriented with a high degree of accuracy.
• Prioritization skills.
• Strong interpersonal skills with ability to establish and maintain effective working relationships with a diverse group of individuals.
• Demonstrates professionalism with ability to remain calm in all situations and show empathy.

Skills

• Basic computer skills with proficiency using Microsoft Office applications, keyboard entry and internet-based applications.
• Detail oriented with a high degree of accuracy.
• Prioritization skills.
• Strong interpersonal skills with ability to establish and maintain effective working relationships with a diverse group of individuals.
• Demonstrates professionalism with ability to remain calm in all situations and show empathy.

Benefits

• Generous PTO accrual
• Eight paid holidays
• LICENSE/CERTIFICATION FEE REIMBURSEMENT*
• Paid time off for continuing education & continuing education reimbursement*
• Tuition reimbursement program
• 401k with company match
• Medical insurance
• Dental insurance
• Vision insurance
• Life & disability insurance
• Flexible spending & health savings accounts
• Supplemental accident & critical illness insurance
• Discounted pet insurance
• PHC Pride rewards program

*Applies to positions requiring clinical licensure or certification.

Pay

The typical hiring range for this position is $17.00 - 21.25 per hour. Candidates with extensive related experience may be considered for a higher pay rate up to the pay range maximum.

Schedule

This position will typically work 40 hours per week, Monday - Friday 8 AM - 5 PM.