Medical Call Center Representative

Job Title:  Medical Call Center Representative

Schedule: Monday - Friday; 8am-5pm (onsite in Long Beach, CA)

About Us:

Founded in 2015, the Food Allergy Institute (FAI) is a cutting-edge research and clinical care center revolutionizing food allergy treatment among the pediatric population. Our Tolerance Induction Program™ is the first of its kind, bringing patients to the point where they can eat whatever they want, whenever they want, without having to worry about any kind of reaction. The success of FAI is built on years of development involving proprietary biomarkers, data analytics and modeling systems which allow unique patient specific therapy to be deployed in the clinic setting and at home safely.

Why Join FAI?

The Food Allergy Institute (FAI) is home to innovative thinkers, problem solvers, and passionate leaders who are transforming the world of food allergy treatment. Our work is life-changing for patients and their families, and every member of our team plays a vital role in supporting our mission. With over 180 employees, Our diverse team includes Physicians in the specialties of Pediatrics, Pulmonary, Allergy & Immunology, Emergency Medicine, as well as Nurse Practitioners, Physicians Assistants, and a PhD level research team. In the food allergy world, the growth of FAI is unique in reflecting the effectiveness of its treatment approach and the supportive environment fostered by its team of professionals. 

At FAI, you'll be part of a team dedicated to making a real impact. We provide access to cutting-edge technology, offer competitive salaries, comprehensive benefits, and endless opportunities for professional development and career growth. Join us in transforming food allergy care and be inspired to make a difference.

Job purpose: The Medical Call Center Representative is an integral part of the daily activity of the Call Center, directing a high volume of calls to their respective departments. This role ensures an exceptional customer experience by providing timely, accurate, and compassionate support. Representatives handle inquiries, schedule appointments, process tickets, and escalate issues when necessary, adhering to the organization's values and compliance standards.

Duties and Responsibilities: 

• Answer inbound calls and direct them accordingly. 

• Respond to inquiries related to appointments, treatments, billing, and general information.

• Schedule, confirm, and reschedule appointments while maintaining accurate records in the system.

• Resolve patient concerns or escalate complex issues to appropriate departments for resolution.

• Verify any changes to patient demographics and ensure information is updated appropriately to all relevant systems, such as the Electronic Medical Record (EMR).

• Document all interactions in the customer relationship management (CRM) system, ensuring data accuracy.

• Use a web-based system to create and process tickets, escalating customer issues to the appropriate team when needed.

• Collaborate with clinical staff and other departments to provide seamless support to patients.

• Follow HIPAA regulations and organizational policies to protect patient confidentiality.

• Other duties as assigned.

Qualifications: 

• High School Diploma or equivalent required.

• Previous experience as a medical receptionist or customer service experience in healthcare preferred.

• High level capacity to multitask independently and on a computer.

• Excellent typing skills.

• Excellent written and oral communication skills.

• Ability to perform in a high volume, fast paced call center environment.

• Proven ability to work independently as well as a productive member of a team.

• Exceptional organizational and time-management focus.

• Bilingual in Spanish, a plus.

Employee Benefits

We offer a comprehensive benefits package, including competitive salary, 401(k) with employer match, medical, dental, and vision insurance, generous paid time off, company-paid holidays, and sponsored employee events. We are also committed to your professional development with individualized training and career growth opportunities.

Physical requirements: 
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. 

While performing the duties of this job, the employee is regularly required to talk or hear. The employee frequently is required to stand; walk; use hands to finger, handle or feel; and reach with hands and arms. The employee is required to walk between multiple office locations that include the use of stairs (elevator is only available in some instances). 

This position requires the ability to occasionally lift office products and supplies, up to 20 pounds.  

Direct reports: 
N/A 

The company provides equal employment opportunities to all employees and applicants for employment without regard to race, color, religion, gender, sexual orientation, national origin, age, disability, marital status, veteran status, or any other consideration made unlawful by federal, state, or local laws. The company is committed to providing reasonable accommodation for qualified applicants, and employees with disabilities to ensure they enjoy equal access to all employment opportunities and benefits of employment as required by the Americans with Disabilities Act.