Phone Operator

About the role

The Telephone Operator position at FHCCGLA is dedicated to enhancing the quality of life for individuals in the greater Los Angeles area through providing high-quality, accessible, and affordable healthcare services.

Responsibilities

• Answer telephones by greeting in a courteous and timely manner for proper transfer and re-routing of calls.
• Identify the department and oneself by first and last name upon answering the phone.
• Answer all calls by the third ring.
• Allow the caller to respond before being placed on hold.
• Sort messages for departmental personnel.
• Check and retrieve answering service for saved messages on Solution Reach.
• Inform staff of any calls by calling direct extension first, if no answer, page over intercom no more than twice.
• Provide accurate and reliable information regarding the Clinic's services.
• Make reminder phone calls for next day scheduled appointments.
• Cover Reception Desk as necessary.
• Updates/modifies patient demographic data according to front office policies.
• Call all new patient no-shows to reschedule appointments.
• Offer Dental, Optometry, and/or Behavioral Services.
• Verify Medical/MHLA eligibility for new or current patients as needed.
• Check Patient Portal for any online appointment requests.
• Call patient to schedule appointment.
• Maintains a neat, clean, and safe work area for which the employee is specifically or generally responsible.
• Maintain privacy and confidentiality for both patient and employee with regard to medical data information.
• Demonstrate a positive, proactive, can-do attitude in responding to customer needs.
• Works cooperatively and effectively with others.
• Sets and implements measures to deliver high-quality care to patients and improve services.
• Responds efficiently and timely to all patient and provider staff needs and inquiries.
• Ensures excellent customer service to all FHCCGLA patients.
• Works with the operations managers to manage patient scheduling and flow to address bottlenecks, scheduling issues, etc.
• Handles patient grievances according to FHCCGLA’s Policy & Procedure.
• Affirms and develops FHCCGLA Policies & Procedures (P&P’s) as needed (with input from all other key personnel).
• Ensures HIPAA compliance by maintaining strict confidentiality of all patient data and EHR/Practice Management System (PMS) according to regulations and FHCCGLA’s P&P’s.
• Attends the following meetings/trainings: Mandatory Quarterly Staff Meeting/Trainings, Corporate Risk Management Meeting, Clinical & Operations (C&O) Meeting, Meetings with FHCCGLA’s Executive Leadership, and other pertinent meetings.
• Remains informed of current legal and regulatory changes related to scope of practice, specific programs/payors, insurances accepted, and services being offered at FHCCGLA.
• Specific programs/payors, insurances accepted, and services being offered at FHCCGLA.
• All applicable Policies & Procedures.
• Other pertinent duties as assigned.

Qualifications

• Experience in a medical office setting preferred.
• Current CPR Certification - required to be kept up to date.
• FQHC experience, highly preferred.
• Excellent analytical skills.
• Motivation to take initiative to ensure all tasks performed are completed thoroughly and accurately.
• Excellent writing and verbal communication skills.
• Knowledge of administrative principles and procedures.
• Computer knowledge preferred (e.g., NextGen (E.H.R. & PMS), Microsoft Word and Excel).
• Bilingual English/Spanish and familiarity with the Hispanic culture.
• Access to automobile with valid California driver’s license and state mandated automobile insurance.
• Work schedule may include evenings, overtime, and weekends as needed.
• Ability to prioritize workload and work under pressure of deadlines.
• Ability to meet tight time-sensitive deadlines.
• Motivated and committed to the provision of high-quality healthcare for indigent and underserved communities.
• Willingness to adapt to changes with regards to the agency’s growth and expansion.
• Ability to speak Spanish, preferred.
• Ability to handle multiple tasks and work in a busy environment including heavy telephone duty.
• Promote and provide the means for a working team relationship within Front Office and other departments.
• Organized, flexible, thoroughness, dependability, and attention to detail.
• Able to work and communicate effectively with people of diverse culture, education, social, and economic backgrounds.

Additional Eligibility Qualifications

• Strong communication, interpersonal skills, and problem-solving skills.
• Strong verbal and written skills.
• Ability to communicate both verbally and in writing.
• Ability to perform tasks in a hectic work environment.
• Adaptability to program, changes, modifications.
• Spanish speaking required.
• Willingness to adapt to changes in agency growth and expansion.
• Experience in a medical office setting preferred.
• Ability to handle multiple tasks.
• Computer experience.
• Typing at least 25 wpm.
• High School Diploma or Equivalent.
• Observe regulations on time card use and reporting.
• Maintain attendance as per policy.
• Maintain a clean and safe work area.
• Observe general Safety/Employee Health policies and procedures including Fire regulations.
• Maintain a current annual health screening.
• Display clearly visible identification.
• Able to work well with others in a professional and team-oriented environment.
• Well-developed interpersonal skills, friendly personality, and able to motivate staff by promoting teamwork.
• Ability to relate to the public regardless of ethnic, religion, and economic status.
• Excellent communication skills.
• Willingness to travel.
• Strong planning and organizational skills.
• Problem analysis and critical thinking skills.
• Excellent customer service skills.
• Knowledge of the following (but not limited to), preferred:
• My Health LA
• PPO’s
• HMO’s
• Medicare
• Family PACT
• CPSP
• Medi-Cal
• Fee-for-Service
• CHDP
• Managed Care Plans
• Every Woman Counts
• Must maintain patient confidentiality in accordance with clinic policy and HIPPA guidelines.

Pay

$22.00/hr

Schedule

Varies based on departmental needs.