Job Title: Customer Service / Call Processing Representative (Bilingual English/Spanish)

Location: San Ysidro, CA

Schedule: Monday – Friday 10am – 6pm

Duration: 6 months with the potential to be Temporary to Hire (Based on performance and business need)

Pay: $20-$24 per hour DOE

Position Summary:

Today the call center is the primary point of contact to our 25 clinics throughout San Diego County, 400 providers and over 42 programs. It is our goal to provide exceptional customer service in a courteous, professional manner, demonstrating a high level of commitment to our mission and values. Under the direct supervision of the call center management, you will be part of a dedicated team that is passionate and motivated to improving the overall health of the communities we serve, one call at a time; you will work collaboratively to ensure the department meets performance goals, while demonstrating compassion, respect, empathy and integrity in every call you complete with our patients and customers.

Responsibilities and Essential Functions of the Job:

• Efficiently and actively provides excellent customer service by properly greeting, listening, assisting, closing each call in a pleasant, professional and helpful manner.

• ownership of solutions and accurately identify the needs of each of our patients

• Assist patients with scheduling appointments, rescheduling or cancelling appointments, and completion of pre-registration items as necessary following the patient appointment scheduling guidelines.

• Demonstrates knowledge and understanding of San Ysidro Health services and programs.

• Demonstrates ability to multi task, be flexible, ensure accuracy, and meet changing priorities in a fast-paced, high call volume and workload environment.

• Ability to maintain composure when confronted with fast-paced and stressful situations

• Adheres to productivity and quality assurance requirements for the department with emphasis in attention to detail to avoid errors.

• Complete required training on policies and procedures including but not limited to: customer service, registration of patients, phone etiquette and appointment scheduling.

• Adheres to the company and department's attendance and punctuality policies and practices.

Additional Duties and Responsibilities:

• Assists in maintenance of department equipment and supplies.

• Follows established departmental policies and procedures, objectives, quality assurance program, safety, environmental and infection control standards.

• Enhances professional growth and development through participation in educational programs, current literature, in-service meetings and workshops.

• Attends meetings as required and participates on committees as directed.

Job Requirements:

Education Required (Minimum level of education):

High School Diploma or GED equivalent.

Certifications/Licenses Required:

Preferred: Relevant medical certification or licensure.

Experience Required (Minimum level of experience):

Required:

1 year of healthcare experience, or

1 year in a call center, front desk, receptionist, administrative assistant or a combination equal to 1 year,

or

Or successful completion of an externship program with San Ysidro Health

Verbal and Written Skills Required to perform the Job:

Excellent English communication skills.

Technical Knowledge and Skills Required to Perform the Job:

Working knowledge of Microsoft Windows OS, MS-Office, telephone devices and voice mail. Must have the ability to type 40WPM. Experience with Nextgen and Dentrix strongly preferred.

Equipment Used: PC systems and peripherals, multi-key telephone devices, centralized telephone console and other office equipment as applicable.

Working Conditions and Physical Requirements:

Prolonged periods of sitting, keyboarding, and use of computer mouse. Push/pull up to 10 lbs. Normal business hours, evenings, and weekends. (Holiday schedule determined by administration