What are the responsibilities and job description for the Call Center Agent position at Petaluma Health Center?
Petaluma Health Center's mission is to provide high quality health care with access for all in Southern Sonoma County & West Marin. We pride ourselves on our Patient-Centered care while maintaining an engaging environment for our staff. The Center accomplishes this mission through collaborative, innovative programs, services and referral resources that meet the economic needs of the entire community.
FULL TIME EMPLOYEE BENEFITS:
- 21 Days of Paid Time Off
- 10 Observed Holidays
- Medical Insurance (Entire deductible paid by us!)
- 30 Chiropractor and Acupuncture visits per year included with enrollment in our health insurance plans (Kaiser and WHA)
- Dental Insurance
- Vision Insurance
- Gym Membership Discounts at Active Wellness Center and 24-Hour Fitness!
- 401K Matching after 1 year of employment
- Flexible Spending Account, Dependent Care FSA
- Life Insurance (included at no cost to the employee)
- Long Term Disability (included at no cost to the employee)
- Employee Assistance Program (included at no cost to the employee)
Summary: Call Center Agent delivers exceptional patient customer service through all channels of support over the phone. Call Center Agent is responsible for promptly answering calls, scheduling appointments, phone coding and navigating clients and customer needs.
Areas of Responsibility:
- Responsible for driving a positive patient customer service experience through multiple support channels including the patient portal, website and messaging systems
- Respond to inquiries from patients and outside agencies and refer, when necessary, to the appropriate person or department
- Adhere to all organizational policies, HIPAA regulations and Joint Commission guidelines
- Schedule appointments according to policies and procedures, appointment matrix, proper visit types, and other current guidelines.
- Responsible for extensive knowledge of appointment protocols (new patient, controlled medication screening, mental health, women’s health and etc.)
Education/Experience:
- High School or equivalent or higher education
- Minimum of one-year experience in a health care related field or customer service preferred
Language Skills: Ability to effectively present information and respond to questions and requests from patients, co-workers, and others as necessary. Bilingual in English and Spanish; verbal required, written preferred.