Overview

We are looking for a temporary Call Center Representatives to join the Customer Service Team at Marin Community Clinics. The Call Center Representative is the first point of contact for our patients and therefore requires a great amount of customer service ability and desire to help those looking for health care at our clinics.

• Temporary to Regular benefited status opportunity
• Monday to Friday 8:30am to 5:30pm work schedule
• 3-6 months temporary assignment

Covid-19 Vaccination and Boosters Requirements: All employees are required to be fully vaccinated for COVID-19, including "health-care" required boosters as a condition of employment, subject to limited exemptions. New employees are required to provide proof of being fully vaccinated for COVID-19 and boosted before the first day of employment. If you completed your primary series, received an original booster and it has been more than 2 months from that booster dose - it is recommended, but not required that you receive the bivalent booster. 

Responsibilities

• Uses appropriate communication templates within the Electronic Health Record (EHR) or Electronic Dental Record (EDR) system.
• Assesses need for translation at visit and accurately enters patient registration information in EPIC or Dentrix databases.
• Answers patients and customer queries regarding the organization and its services in a timely manner.
• Handles high volume of patient calls and appropriately directs challenging situations to Call Center Supervisor.
• Responsible for obtaining complete and accurate clinical and demographic information during the scheduling process.
• Accurately enters data in scheduling system or other applications.
• Provides patients with appointment instructions and alternatives.
• Retrieves messages from the cancellation line and patient prompt report.
• Removes appointments from schedule and calls patients to reschedule per protocol.
• Maintains and manages wait list for home clinic binder.
• Proactively manages appointments schedule by calling patients with appointment alternatives due to cancellations or no-shows.
• Adheres to HIPAA and confidentiality laws regarding health information protection. Maintains integrity of patient data.
• Effectively communicates with Call Center Supervisor to bring issues to his/her attention.
• Follows guidelines for special requests/Stat/schedule modification procedures and coordinates communications with clinical areas to accommodate the patient requests. 
• Answers telephone calls according to designated scripting for the scheduling process. 
• Maintains positive customer service at all times, referring unresolved issues to Call Center Supervisor.
• Provides patients with directions and confirms appointment times. Advises patients on required paperwork to bring for appointments.
• Adheres to Marin Community Clinics Code of Conduct and represent clinic in professional manger.
• Treats patient data with strict confidentiality and sensitivity.
• Other duties as assigned.

Qualifications

• Ability to actively communicate in English and Spanish
• Bilingual in Spanish or Vietnamese highly desired.
• 1 year experience in an administrative customer service medical environment, health insurance, or related field is preferred.
• Strong customer service skills and experience is highly desired.
• Ability to work in a Call Center environment team environment. 
• Prior experience with EPIC or Dentrix Electronic Health Records scheduling software is highly desired but not required. 
• Must have high attention to detail
• Must be able to multitask
• Ability to use judgment to problem solve and correctly direct calls or identify errors
• Must be able to sit for extended periods of time

MCC is an equal opportunity employer. We enthusiastically accept our responsibility to make employment decisions without regard to race, religious creed, color, age, sex, sexual orientation, gender identity, national origin, religion, marital status, medical condition, disability, military service, pregnancy, childbirth and related medical conditions, or any other classification protected by federal, state, and local laws and ordinances.