BEHAVIORAL HEALTH CALL CENTER REPRESENTATIVE

Job Purpose

The Call Center Representative will help maintain a smooth patient flow through communication between patient, provider, Medical Assistant (MA) and other clinic support staff, while performing other duties as needed. The Call Center Representative reports to the Administrative Supervisor.

Standard Requirements

• Is knowledgeable of HIPAA and Patient Rights and ensures an atmosphere that allows for the privacy, dignity, and well-being of all in a safe, secure environment.

Supports and cooperates with specific procedures and programs for:

• Safety includes universal precautions and safe work practices, established fire/safety/disaster plans, risk management, security, reporting and correcting unsafe working conditions, equipment repair, and maintenance needs.
• Confidentiality of all data, including Client, Employee, and Operations data.
• Quality Improvement and compliance with all regulatory requirements.
• Compliance with current law and policy to provide a work environment free from sexual harassment and all illegal, discriminatory behavior.

Supports and participates in joint teamwork:

• Cooperates and works together with all co-workers.
• Uses tactful, appropriate communication in sensitive and emotional situations.
• Follow up with supervisor or co-workers regarding reported complaints, problems, and concerns.
• Completes requirements for training anti-harassment, policies and procedures, and other work duties as assigned.

ESSENTIAL FUNCTIONS

• Handle a high volume of inbound calls from patients, insurance companies, and other medical facilities in a timely and professional manner
• Accurately assess a caller's needs and efficiently route the inquiry to the appropriate personnel/channel
• Determine the urgency and nature of patient calls by performing a triage and direct to the appropriate department as needed
• Provide excellent internal and external customer service, exceptional communication, and critical thinking,
• Perform administrative tasks such as creating, managing, and scheduling appointments, including checking insurance eligibility
• Coordinate communication utilizing a variety of tools (i.e., email, EMR, Teams, soft phone applications, etc.) with colleagues and care teams
• Verify patient's appointment on CSC's electronic medical record (EMR), Nextgen, and accurately obtain patient information, verify insurance coverage, and prepare encounter
• Check and correct any additional system alerts in Nextgen
• Participate in quality improvement projects
• Ability to speak clearly, distinctly, and pleasantly on the telephone encounters while maintaining professionalism
• Assist with cancellation and rescheduling of appointments
• Ensure complete and accurate data entry during the telephone patient registration process
• Provide general information (i.e., directions, scope of services, available programs) to patients and/or potential clients
• Forward patient concerns and feedback to appropriate personnel within the Community Health Center for resolution and optimization of clinic efficiency
• Perform general office support duties and correspondence.
• Knowledgeable and promote services that Behavioral Health Department and CSC provides
• Assist with monthly outreach and educational events and support in various administrative and program areas as needed.
• Required to travel to office clinics, events, and other activities as needed.
• Greets clients, participants, and/or visitors at the clinic or facility.
• Perform other job-related duties as assigned based on the needs of BHD/CSC.

QUALIFICATIONS

• Minimum educational requirement is a high school diploma, with Associate-level or Bachelor's degree preferred.
• Experience in administrative work and in community services is preferred.
• Bilingual, including the ability to read and write, in English and Chinese (Cantonese and/or Mandarin) required.
• Comfortable and knowledgeable about the healthcare and/or behavioral health industry.
• Good organizational skills and ability to work independently with a high degree of accuracy, attention to detail, and conformity to procedure required.
• Good customer service, communication and interpersonal skills, including the ability to coordinate and cooperate with others are required.
• Self-motivated, self-driven, and able to work independently within the scope of assigned tasks with minimum supervision.
• Experience preparing written reports, correspondence, and other documents required.
• Problem-solving skills, resourceful, critical thinker, and flexible in response to changing environments and needs.
• Ability to work in a fast-paced, high-intensity environment.
• Proficient in word processing and data entry using Microsoft Word, Excel, and Outlook and other data systems.
• Must be able to remain in a stationary position 50% of the time as most duties for this role are performed on a computer or phone in a cubicle or shared working space.
• Has reliable Transportation.
• Successfully meet the post-offer/pre-hire physical, and fingerprint, requirements and receive an eligibility status for the Level II Background Check required by the State of California.