Healthcare Call Center Representative

Job Title: Healthcare Call Center Representative

Salary: $19-24 per hour DOE

Location: Treehaven

Openings: 1

Position Purpose: The Contact Center Representative at Families Together of Orange County is a pivotal figure dedicated to delivering exceptional customer service. This role, reporting directly to the Contact Center Supervisor, focuses on efficiently scheduling medical and dental appointments, answering patient inquiries, directing calls, and facilitating effective communication with various clinic departments across three locations. In addition to playing a central role in the organization's Contact Center, representatives serve as key liaisons between FTOC and its customers, collaborating seamlessly with clerical services staff to support direct patient services. Their flexible and proactive "can-do" approach underscores their significance as the primary point of contact for patients, embodying the face and voice of FTOC.

Core Duties and responsibilities include but are not limited to:

• Efficiently handle a high volume of incoming calls in a timely manner.
• Exhibit exceptional customer service skills.
• Validate and update patient demographics, including insurance information, as needed.
• Confirm patient appointments in accordance with the appointment policy.
• Contact and reschedule appointments for no-shows as required.
• Schedule, reschedule, and follow up on appointments across all service lines, as assigned.
• Participate in outreach campaigns as assigned, actively contributing to community engagement and promoting the organization's services.
• Set alerts for required information in the EHR.
• Demonstrate the ability to prioritize and complete multiple tasks promptly.
• Document information in a professional manner.
• Educate patients on clinic scheduling rules, no-show policies, and rescheduling procedures.
• Reconcile the daily schedule.
• Uphold patients' rights by maintaining the confidentiality of personal and financial information.
• Adhere to compliance rules and regulations to prevent fraud and abuse.
• Collaborate with FTOC staff across various departments and specialties.
• Attend necessary off-site and on-site meetings.
• Perform additional duties as assigned by the supervisor or manager.
  
  

This job description in no way states or implies that these are the only duties to be performed by the employee. He or she will be required to follow any other instructions and to perform other duties, within scope, as assigned by his or her supervisor.

Education, Qualifications, and Experience:

• Bilingual: Spanish (Required)
  
• High School Diploma or equivalent (GED) required.
• Minimum 2 years of experience as Appointment Coordinator.
• Bilingual: Spanish (Required)
• Must be able to multitask in an extremely fast-paced environment
• Have good computer skills along with attention to detail, be a confident and professional communicator and be responsive to internal and external customer needs in a personable manner.
• Knowledgeable of an electronic health record (EHR) system

Work Schedule:

• FTOC is an in-person organization first, and foremost. Employees are expected to be on-site for their scheduled shifts.
• Hours of operation are Monday to Friday 8 a.m. to 8 p.m., however, employee schedules vary, depending on organizational, staffing, community, and patient needs. As such, FTOC may need to modify work schedules to meet such needs.
• Holidays and weekends may be required depending on an employees department due to organizational, staffing, community, and patient needs as FTOC continues to grow and expand work days and hours.
• Overtime may also occur due to organizational, staffing, community, and patient needs.

Families Together of Orange County (FTOC) is proud to be an equal opportunity employer. FTOC does not discriminate based on race, color, creed, sex, sexual orientation, gender identity or expression, age, religion, national origin, disability, ancestry, marital status, veteran status, medical condition, or any protected category prohibited by local, state or federal laws.