Description

Our Company

Los Angeles Center of Nose Throat and Allergy (LA CENTA) is dedicated to providing university caliber subspecialty care in the community setting. We are a company founded on the principle of availability and strive to improve the quality of community healthcare in Los Angeles and beyond. We aim to change the way healthcare is delivered and perceived.

Job Summary

Call Center Representatives or Phone Operators are the voice of the company. The first contact a patient has before entering the office will be with the PO. You must treat people with respect and compassion. Always remember that we deal with patients and they are our customers. It is important to remember that many of these people are sick and/or seeking help. It is your job to ensure their journey to LA CENTA is comfortable and convenient.

Job Duties and Responsibilities

• Consistently exhibits behavior and communication skills that demonstrate LA CENTA commitment to superior customer service, including quality, care and concern with each internal and external customer.
• Demonstrates knowledge of the complete operation of switchboards and follows opening and closing switchboard procedures according to site-specific policies.
• Handles all phases of telephone communications, including scheduling in-office appointments, allergy testing and obtains test authorizations.
• Routes all calls to appropriate departments and takes accurate and neat messages and forwards them in a timely manner.
• Handles all emergency calls appropriately according to site-specific policies.
• Briefs Call Center Manager of all outstanding calls or information.
• Maintains accurate directories of providers’ phone numbers.
• Maintains accurate daily schedule and communicates as appropriate.
• Maintains awareness of duties of each department in order to process calls efficiently.
• Acts as translator as needed with patient visits and as requested by physicians.
• Assists with entering information into EMR system.
• Requests patient records as needed for physicians.
• Pages physicians with consults.
• Reports urgently needed switchboard equipment repairs to Supervisor/Manager.
• Uses, protects, and discloses patients’ protected health information according to HIPPA guidelines.
• Adheres to safety policies and procedures at all times.
• Perform other duties as assigned.

Requirements

Qualifications and Experience

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are reflective of the knowledge, skill, and/or ability required.

• HS Diploma/ GED Required
• 1-2 years operator PBX/switchboard experience
• Ear Nose Throat & Allergy specialty clinic experience preferred
• Must be bilingual-fluent in both English and Spanish
• General knowledge of HIPAA and CPT codes
• Must be able to travel within our various Los Angeles based clinics
• Excellent communication skills with patients, physicians, and staff
• Excellent organizational, interpersonal and decision-making skills
• Ability to work in a relatively unsupervised environment with a high degree of accuracy
• Ability to operate various office equipment necessary to perform job functions
• Team player with a pleasant attitude towards the practice of medicine

Physical Demands

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Individual will be required to:

• Sit for long periods at a time
• Use hands and fingers in repetitive motions, daily
• Ability to lift, push, pull up to 10 lbs. periodically
• Travel to clinic locations or sites as needed
• Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions

Here at LA CENTA we offer 100% employer paid medical HMO plan, voluntary dental, and voluntary vision insurance. Some perks include employee highlight incentives, paid time off and more! Come be a part of our growing organization and its opportunities for your career development! You will learn and develop alongside a team of professionals who aim to excel in the healthcare industry. Apply now!

Equal Employment Opportunity

LA CENTA is committed to a policy of equal employment opportunities for applicants and Employees. Employment decisions will comply with all applicable laws prohibiting discrimination in employment, including Title VII of the Civil Rights Act of 1964, The Age Discrimination in Employment Act of 1967, the Americans with Disabilities Act of 1990, the Immigration and Nationality Act, the California Fair Employment and Housing Act, and all other applicable state and federal laws. LA CENTA does not permit discrimination of any type against an employee because of any of the following legally protected characteristics: gender, race, color, religion, country of origin, mental disability, physical disability, marital status, gender identity, gender expression, ancestry, genetic information, medical condition, age, sexual orientation, or pregnancy.'