Call Center Agent

Job Summary

HealthRIGHT 360, a nonprofit organization and a family of programs, provides comprehensive healthcare services to vulnerable populations. The Call Center Agent position focuses on delivering excellent customer service through answering and scheduling calls.

Key Responsibilities

• Answers a high volume of calls and schedules appointments for all patients with a high degree of accuracy.
• Knows primary medical care, behavioral, and dental services to provide accurate information to all callers.
• Maintains average call time and call volume as indicated in call center guidelines.
• Maintains average call volume as indicated in call center guidelines.
• Makes follow-up calls for any messages left.
• Completes robust confirmation calls for all next-day appointments.
• Affirmatively confirms and updates contact information for all patients at every contact.

Documentation Responsibilities

• Accurately documents and promptly updates required patient information in electronic health record system.
• Documents billing notes and general medical appointment reminders on the appointment screen, as well as on the patient information screens.
• Collects and verifies contact information at every call.
• Enters patient insurance information for patients and verifies eligibility with patients.
• Documents appointment visit status, including rescheduled, cancelled, confirmed, left voice message, or any other status appropriately.

Productivity Responsibilities

• All calls must be answered within 3 minutes.
• Must be able to answer a minimum of 1500 calls (based on the number of staff and total number of calls) per month.

Customer Service

• All communications, both internal and external, must be delivered with excellent customer service.
• Must be courteous and professional for all patient interactions.
• Talk to patients and clients in a caring and non-judgmental manner.
• Ensure to use patient's preferred name and pronouns.
• Adhere to scripted phrases, welcoming patients and thanking them for their phone calls.
• Listens and documents patient complaints, and routes calls to appropriate staff for swift resolution.

Qualifications

• High school diploma or GED.
• 2 years’ experience working in a medical setting (or call center), preferably in a community clinic with medical experience is preferred.
• Familiarity with other community agencies in the Bay Area to make appropriate referrals.
• Prior experience in front desk reception, administrative and/or customer service.
• Experience working with staff and volunteers.
• Knowledge of computerized medical scheduling and billing systems.
• Knowledge of HIPAA regulations.
• Excellent attention to detail, ability to work independently and strong organizational skills.
• Commitment to working with diverse communities, including communities of color, homelessness, and users of illegal substances, HIV/AIDS patients and persons with mental health concerns.
• Strong organizational, interpersonal, listening, speaking and written communication skills.
• Ability to work effectively with all levels and types of employees, management, clients and guests.
• Ability to work cooperatively and effectively as part of a team.
• Ability to multi-task and work well independently and under pressure in a fast-paced environment; detail-oriented.
• Strong proficiency with Microsoft Office applications (Excel, Outlook and Word), specifically Word Outlook and internet applications.
• Understanding of harm reduction philosophy and ability to provide non-judgmental, client-centered services.

Benefits And Perks

HR360 offers a robust benefits package, including PTO, 15 paid holidays, commuter benefits, retirement plans, and more!