Call Center Representative

Non-exempt position reporting to the COO, operating a multiline/ACD telephone system to handle high-volume inbound patient calls for all UCHC clinic sites.

Responsibilities

• Answer a high volume of inbound calls through the multiline/ACD call center telephone system, screening and directing calls and messages to the appropriate department, clinic site, or provider.
• Document phone encounters, messages, and call outcomes in the electronic health record (EHR) or call center system in accordance with organizational documentation standards.
• Schedule, reschedule, and cancel patient appointments across all clinic sites and departments according to established scheduling protocols and provider templates.
• Verify medical insurance eligibility and benefits (HMO, PPO, Medicare, Medi-Cal, and other payors) prior to or during scheduling.
• Act as a patient relations representative by answering patient inquiries within the limits of knowledge and UCHC policies, escalating complex or sensitive issues as needed.
• Retrieve and respond to messages from the after-hours answering service and coordinate timely handoff of urgent messages to clinical staff.
• Offer information on available government assistance programs and the sliding fee scale to patients as needed.
• Follow HIPAA confidentiality and security rules when providing patient information over the phone.
• Answer questions about the organization and provide callers with accurate information about UCHC services, locations, hours, and directions.
• Meet established call center performance standards, including call quality, average handle time, and call volume/productivity metrics.
• Escalate complex, clinical, or urgent calls to the appropriate supervisor, nurse triage line, or department.
• Participate in ongoing training on scheduling systems, EHR, and call center software and technology.
• Perform other tasks as deemed reasonable by the Call Center Supervisor.

Requirements

• High school diploma or equivalent required.
• 1+ year of call center, customer service, or medical office/scheduling experience preferred; experience in a healthcare or FQHC setting strongly preferred.
• Experience with multiline phone systems, ACD/call center software, and electronic health record (EHR) or practice management scheduling systems preferred.
• Knowledge of medical terminology and insurance verification (HMO, PPO, Medicare, Medi-Cal) preferred.
• Ability to type accurately and navigate multiple computer systems simultaneously while speaking with callers.
• Bilingual-English/Spanish required.

Skills

• Excellent verbal and written communication
• Active listening
• Service orientation
• Critical thinking
• Social perceptiveness
• Strong customer service skills; ability to remain calm and professional under high call volume
• Ability to multitask across phone, scheduling, and documentation systems
• Attention to detail and accuracy in documentation

Physical Requirements

• Occasional light lifting up to 25 pounds, bending, stooping, or squatting.
• Considerable walking may be involved.
• Ability to sit or stand for extended periods of time.
• Flexibility to work in multiple locations throughout the week.
• Finger dexterity and hand coordination required.
• Specific vision abilities required: close vision, distance vision, ability to adjust or focus.

Work Environment

• Exposure to adverse conditions, extreme heat, cold, wet and/or humid conditions.
• Exposure to moving mechanical parts, high or precarious places, fumes or airborne particles, toxic or caustic chemicals, outside weather conditions, and possible risk of electrical shock, explosives, or radiation.
• Protective clothing or equipment may be required, including gloves, helmets, steel-toed boots, and protective eyewear.
• High noise level in the work environment.

Pay

$25.00/hour