Call Center Representative I TEMP - (Arabic or Spanish Speaking preferred)

Community health is about more than just vaccines and checkups. It’s about giving people the resources they need to live their best lives. At Neighborhood, this is our vision: a community where everyone is healthy and happy. We’re with you every step of the way, with the care you need for each of life’s chapters. At Neighborhood, we are Better Together. As a private, non-profit 501(C) (3) community health organization, we serve over 500,000 medical, dental, and behavioral health visits from more than 100,000 people annually. We do this in pursuit of our mission to improve the health and happiness of the communities we serve by providing quality care to all, regardless of situation or circumstance. Since 1969, our employees have been making this mission a reality. Regardless of the role, our team focuses on being compassionate, having integrity, being professional, always collaborating, and consistently going above and beyond. If this sounds like an organization you would like to be a part of, we would love to meet you. This is a temporary 3 month contract role*** Role Overview The Call Center Representatives work to support the mission and vision of Neighborhood Healthcare by providing excellent patient-centered telephonic customer service in a timely and professional manner within a dynamic team environment to support patient needs. Position will have an option of remote work (in San Diego County or Riverside County) once on-site training completed. RESPONSIBILITIES: Staffs queue for one specific region - San Diego or RiversideAnswers telephone calls promptly and in a polite and professional mannerAnswers questions and offer other information, as requested, to provide patient-focused service and a positive impression of the organizationSchedules and confirms patient appointments according to established guidelines and reschedules as necessaryEducates patients on available programs offered through Neighborhood Healthcare, including MyCare Portal and enrolling patients in our texting confirmation programMaintains professionalism with all patients including potentially upset or difficult membersMonitors provider schedules for openings to ensure maximum utilization of all available appointmentsWorks in collaboration with clinic staff to identify and resolve patient issues or concernsObtains and enters accurate demographic information into ECW, such as address, telephone number, insurance provider, etc. Directs/redirects calls to appropriate departments as neededDetermines when complex customer inquiries or complaints may be transferred to a clinic or call center supervisor or managerDeliver on call center KPI’s: quality, average handle time, adherence to schedule, accuracy, etc. Call Center Representative I Requirements: One year of Customer Service experience preferredHigh School Diploma or GEDArabic/English or Spanish/English bilingual preferred ADDITIONAL QUALIFICATIONS (Knowledge, Skills And Abilities) Excellent verbal and written communication skills, including superior composition, typing and proofreading skillsAbility to interpret a variety of instructions in written, oral, diagram, or schedule forKnowledgeable about and experience with medical terminologyAbility to successfully manage multiple tasks simultaneouslyExcellent planning and organizational abilityAbility to work as part of a team as well as independentlyAbility to work with highly confidential information in a professional and ethical manner Physical Requirements Ability to lift/carry 10lbs/weightAbility to sit or stand for long periods of time COMPLIANCE (Safety & HIPAA) Follows all safety procedures as outlined in Neighborhood Healthcare’s Illness and Injury Prevention Plan (IIPP) and report any injuries and/or unsafe conditions immediatelyMaintains current knowledge of policies and procedures as they relate to safe work practicesUses appropriate body mechanics to ensure an injury free environmentFamiliarity with location of nearest fire extinguisher and emergency exitsFollows all infection control procedures including blood-borne pathogen protocolsMaintains privacy of all patients, employee and volunteer information and access such information only on a need-to-know basis for business purposesComplies with all regulations regarding corporate integrity and security obligationsReports all behavior and/or activity that are unethical, fraudulent, or unlawful Pay range: $22.00 to $29.41 per hour, depending on experience. Compensation Disclosure: The posted salary range reflects the designated pay grade for this position. While this range represents the broader classification of the role, actual compensation will be based on several factors, including but not limited to: the candidate’s overall knowledge, skills, and experience, market data and industry benchmarks, internal equity within the organization, Budgetary considerations and organizational needs. As a result, placement within the range is not guaranteed, and the full pay grade range may not be utilized.