Marin Community Clinics, founded in 1972, is today, a multi-clinic network with a wide array of integrated primary care, dental, behavioral, specialty and referral services. As a Federally Qualified Health Center (FQHC), we provide vital health services to almost 40,000 individuals annually in Marin County. The Clinics regularly receive national awards from the Health Resources and Services Administrations (HRSA). Our Mission is to promote health and wellness through excellent, compassionate care for all.

The Patient Services Representative a.k.a Call Center Representative manages large volume of inbound and outbound calls for patients of Marin Community Clinics and others contacting the organization.

The position is performed on-site in a call center office team environment in Novato California. In this role the representative provides high level of customer service and effectively assists patients and other callers in navigating services and answering questions on behalf of the organization.

Opportunities and highlights of the positions:

• Full Time and Part Time opportunities available: Full time 40 hours per week, Part time 20-24 hours per week (benefits eligible if working 24 hours per week)
• Work days and schedules vary depending on needs of the all center or availability of the call center representative.
• Work schedule example for full time positions - Monday through Friday 7:00am to 3.:30pm, 8:00am to 4:00pm or 9:00am to 5:30pm; rotating Saturday schedule 8:00am to 1:00pm.
• Work schedule example for part time positions - Monday through Friday 7:00am to 11:30am, 11:00am to 3:30pm, 8:00am to 12:00pm, 12:00pm to 4:00pm, 9:00am to 1:00pm or 1:00pm to 5:30pm (4 hour shifts) and Rotating Saturdays from 8am -1pm

* We will do our best to provide selected applicants with a preferred work schedule/hours; due to the operations needs there are no guarantees of obtaining the desired work hours per the above available schedules.

C ovid-19 vaccination 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 early boosters,but have not received the most recent booster,you will be required to get the most recent booster and mask until completed if hired.

• Answers questions related to appointments, schedules or reschedules appointments for medical and dental clinics.
• Works closely with other clinic staff to assist callers in obtaining answers to their questions.
• Answers high level of inbound outbound calls with questions or concerns via phone from patients.
• Answers calls and responds timely and professionally to inquiries; follows up on questions to ensure callers receive the information needed.
• Researches required information using accessible resources.
• Routes tasks, inbound calls to appropriate departments.
• Works closely with patients to complete appointment details for appointment scheduling.
• Manages and escalates priority issues or concerns to management.
• Timely notifying appropriate personnel of any scheduling changes caused by-patient cancellations.
• Manges urgent calls in as they arise and follows provision of patient care policies as needed.
• Other duties may be assigned, such as helping pull, log and respond to patient voice-mails.

Education and Experience:

• High School degree is required.
• College educating a plus.
• 1 years of relevant call center/customer service experience in a health care environment is highly desired.
• Previous experience with the Electronic Health Records (EPIC) preferred.
• Experience with Microsoft Office software.

Required Skills and Abilities:

• Ability to handle all interactions with patients with empathy and compassion.
• Must have strong communication skills in English and Spanish, written and verbally.
• Bilingual English/Spanish skills are required for this role.
• Ability to work in individual or in a team environment fast paced call center office environment.
• Strong attention to detail ability
• Ability to multitask and complete task timely.
• Ability to follow up on assigned tasks or other projects assigned by manager.
• Critical thinking ability to troubleshoot through incoming calls.
• Willingness to take initiative.

Physical Requirements and Working Conditions :

• Prolonged periods of sitting at a desk and working on a computer.
• Use of repetitive mouse movements, keyboard and headset.
• Moderate to loud noise and intermittent interruptions.
• Must be able to lift up to 15 pounds at times.
• Must have manual dexterity to operate keyboards, fax machines, telephones and other business equipment..

Benefits:

Our mission informs our approach to your benefits program. Our benefits program is designed to protect your health, family and way of life. We offer a competitive Benefits Program that includes affordable health insurance and Health Reimbursement Accounts (HRA), Dental and Vision Insurance, Educational and Continuing Education Benefits, Student Loan Repayment and Loan Forgiveness, Retirement Plan, Group Life and AD&D Insurance, Short term and Long Term Disability benefits, Professional Fee Reimbursement, Mileage and Cell Phone Reimbursement, Scrubs Reimbursement, Loupes Reimbursement, Employee Assistance Programs, Paid Holidays, Personal Days of Celebration, Paid time off, and Extended Illness Benefits.

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.

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