Call Center Representative

SUMMARY

The Call Center Representative at the Marin City Health & Wellness Center (MCHWC) is responsible for ensuring that all calls are answered in a timely fashion, with a pleasant attitude, while delivering compassionate customer care and service. The Receptionist schedules medical, dental and behavioral health patient visits and obtains insurance authorizations as appropriate.

AREAS OF RESPONSIBILITY

Customer Care:

• Answers and directs calls with a pleasant voice in a timely manner.
• Schedules patients in accordance with established provider schedules and clinic protocols
• Records no-shows and cancellations in system and in patient records, and routes patient messages to appropriate clinical staff
• Knowledge of the Sliding Fee Scale protocol
• Accurate capturing of patient demographics, insurance and structured data into the EHR system with each patient encounter
• Performs a variety of miscellaneous clerical tasks as time permits
• Advises patients of clinic policies regarding scheduling, payments, no-shows, etc. and answers questions as appropriate, advises patients to bring in necessary financial and/or insurance documentation as indicated
• Maintains strict patient confidentiality
• Ensure superior customer service to patients, including problem resolution.
• Punctuality, regular and reliable attendance
• Performs other duties as directed, developed or assigned

Insurances:

• Performs a 3-day ahead eligibility check on all medical visits for all sites including insurance and registration verification
• Adjusts registration and insurance information accordingly in response to 3 day ahead check
• Contacts patients with terminated/in-eligible insurance to notify them and share options to still be seen, including potential out of pocket cost
• Notifies frontline staff of eligibility issues before patient is seen to ensure proper payment/update of insurance is made before visit occurs
• Leaves detailed notes on appointment billing screen to translate eligibility to billing department

Supervisory: N/A

EDUCATION, EXPERIENCE AND SKILLS

• High school diploma or equivalency.
• Knowledge of standard office policies and procedures.
• Experience working on computers; typing/keyboarding speed of at least 40 WPM.
• Experience in a medical office setting/FQHC setting.
• Experience in customer service.
• Must have a positive attitude, be a team player, and be able to take directions from supervisor.
• Understands and promote the mission, vision, and values of the health center both in the workplace and in the community.
• Sensitivity to the needs and situation of multi-cultural population from a variety of income levels.
• Ability to manage multiple tasks.
• Excellent customer service skills and ability to effectively and respectfully handle dissatisfied patients.
• Knowledge of Medi-Cal programs preferred: CHDP, CPSP, Presumptive Eligibility, and Family Pact.
• Must possess excellent organization, writing, and verbal skills.
• English proficiency required; Spanish proficiency preferred.
• Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form.

Equipment/Machinery: Fax machine, copier, personal computer, telephone, calculator, Microsoft Word/Excel, EHR system, and other software as required.

Physical Demands: The physical demands described here are representative of those that must be met by an individual to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions.

• Stand and walk or sit alternatively depending on specific needs of day. Estimate 20% of time is spent on feet and 80% sitting at desk.
• Occasional need to perform the following physical activities: bend/stoop/squat, climb stairs, push or pull, reach above shoulders, and standing and walking activities.
• Constant need to perform the following physical activities: writing/typing, grasping/turning, finger dexterity.
• Lifting/carrying over 10 pounds occasionally. Lifting/carrying less than 10 pounds frequently.

Vision requirements: constant need to complete forms, read reports, view computer screen. Frequent need to see small detail. Frequent need to see things clearly beyond arm's reach.

Hearing requirements: constant need to communicate over telephone and in person.

Travel Requirements: Frequent need to utilize personal transportation to conduct site visits and attend meetings/events.

Work Environment: The noise level in the work environment is usually moderate.

Benefits: MCHWC currently offer 100% premium paid Medical and Dental benefits (**employee coverage only), 403(b) plan plus financial advisors, $1500.00 CE Benefits annually plus up to five days paid off for continuing education, up to $500 reimbursed for professional license fees and certifications required to serve and treat our patients, 9 paid holidays, 80 hours PTO for 1st through 2nd year of employment (increasing to 120 hours 3rd year of employment).

The Marin City Health and Wellness Center is an approved National Health Service Corporation's employer.