CALL CENTER OPERATOR (TEMPORARY 6 MONTHS)

About the role

Axis Community Health, a nonprofit established in 1972, provides comprehensive healthcare services to over 15,000 individuals across all age groups in the Tri-Valley area. The mission is to provide quality, affordable, accessible and compassionate health care services that promote the well-being of all members of the community, encompassing primary healthcare, mental health support, and dental services. This is a temporary position with an expected duration of six (6) months. Employment is expected to conclude at the end of the assignment unless extended based on organizational needs or by mutual agreement; however, the position is at-will and may be modified or ended at any time in accordance with applicable law. Work is normally performed in a typical clinic office work environment (and, in some cases, telecommuting sites). Physical demands include occasional lifting/carrying/pushing/pulling/moving up to 20 lbs, frequent typing, writing, reaching over the shoulder, reaching over the head, reaching outward, sitting, walking on various surfaces, standing, and bending. Occasional travel to other Axis health centers may be required. Equipment use involves frequent repetitive motion of hands and feet to operate a computer keyboard, telephone, copier, and other office equipment for extended periods. Sensory requirements include reading documents, written reports, and signage; distinguishing normal sounds with background noise; speaking clearly; understanding normal communication; and being understood. Cognitive requirements include analyzing information, counting accurately, concentrating and focusing, summarizing information, interpreting written data, synthesizing information from multiple sources, writing summaries as needed, interpreting written or verbal instructions, and recognizing social or professional behavioral cues. Environmental conditions involve frequent exposure to varied office (medical clinic/office) environments, with rare exposure to dust and loud noises.

Responsibilities

• Transfer and redirect phone calls to appropriate staff and departments.
• Check patient insurance eligibility.
• Have complete knowledge and understanding of clinic operations and procedures.
• Collaborate with medical records, nurse and clinical staff to efficiently handle patient services.
• Provide outstanding customer service to clients and to ensure a positive image for Axis Community Health.
• Participate in staff meetings, and attend other meetings and training events as assigned.
• Perform other related duties, responsibilities, and special projects as assigned.

Qualifications

• High School Diploma or equivalent required.
• Minimum one (1) year experience with medical office duties required.
• Appointment scheduling skills is a plus.
• Excellent telephone etiquette.
• Proven ability to build relationships with patients and staff and must be service oriented.
• An optimistic personality that sees opportunities, not just problems.
• Proficient in medical terminology.
• Knowledge in OCHIN Epic is a plus.
• Experience with alpha/numerical filing.
• Bilingual fluency in Spanish, Farsi, Hindi, or Mandarin Chinese highly preferred.
• Excellent time management skills to meet goals and objectives.
• Process and deadline driven.
• Ability to multi‑task effectively.
• Able to conduct yourself and answer patient inquiries in a courteous and professional manner.
• Strong analytical, employee relations, and interpersonal skills.
• Excellent writing, business communication, editing, and proofreading skills.
• Ability to interact effectively and in a supportive manner with persons of all backgrounds.
• Proactive, self‑motivated and able to work independently in a fast‑paced environment as well as on a team with the ability to exercise sound independent judgment.
• Ability to maintain a high level of confidentiality and a professional demeanor and must positively represent the organization at all times.
• Ability to establish and maintain positive and professional working relationships.
• Ability to organize and set priorities and be able to adjust priorities quickly as circumstances dictate.
• Must be able to be at work regularly and on time.
• Must be a dynamic self‑starter with demonstrated ability to work independently or in a group setting.
• A can‑do attitude with attention to detail.
• Ability to type a minimum of 35 WPM with minimal errors.
• Must have good computer skills using Microsoft Office and the ability to use Axis department