Call Center Patient Service Representative

Impact Lives, Impact Community

Family Health Centers of San Diego (FHCSD) is passionate about providing exceptional health care to all, especially underserved communities with limited health care options. Founded by a Latina grandmother/community advocate over 50 years ago in Barrio Logan, FHCSD has grown into one of the largest community health systems in the country. With over 90 sites, over 227,000 patients, and over 1.1 million healthcare visits last year, we provide a wide variety of health care and outreach services to a very diverse patient population. We are proud of our mission, our lasting community impact, and the cultural and individual diversity of our staff.

Job Description

• Under the direction of the Manager of Call Center, the Patient Service Rep-Call Center is responsible for performing customer service functions, from responding to a high volume of inbound calls, scheduling appointments, pre-registering , handling issues/ complaints, responding to questions, or directing patients to the appropriate area. This role may also assists the Manager of Call Center with training new staff and mentoring peers.

Job Responsibilities

• Answers telephone and assists patients by providing information or directing them to the appropriate area, in a pleasant and professional manner.
• Assists patients in scheduling, rescheduling, or canceling appointments and documenting the reason for the visit.
• Enters patient data into computer system accurately and schedules appointments correctly by following the provided appointment guidelines.
• Performs other duties as assigned.
• Reports any unusual circumstances or phone call issues to the Manager of Call Center while following procedures outlined in training guides, memos, and other FHCSD documents.
• Responsible for attending and putting into practice all staff training activities related to appointment scheduling.

Requirements

• At least 1 year of experience in a call center preferred.
• At least 2 years customer service experience required OR Medical Assistant Certification/Medical Terminology course required.
• High School diploma or GED equivalent preferred.
• Medical Assistant Certification or Medical Terminology course preferred.

Experience/Specialized skills (including Language)

• Ability to multi-task, be flexible, ensure accuracy, and meet changing priorities in a fast-paced, high-workload environment.
• Bilingual English/Spanish required.
• Intermediate computer literacy (i.e., use system to manage and schedule appointments, access electronic medical record information).
• Intermediate written and verbal communication skills.
• Knowledge of medical terminology and front office procedures preferred.

In the spirit of pay transparency, we are excited to share the base range for this position, exclusive of fringe benefits.

If you are hired at Family Health Centers of San Diego, your final base salary compensation will be determined based on factors such as geographic location, jurisdictional requirements, skills, education, and/or experience. In addition to these factors - we believe in the importance of pay equity and consider internal equity of our current team members as a part of any final offer. Please keep in mind that the range mentioned above is what we reasonably expect to pay for the role. Hiring at the maximum of the range would not be typical in order to allow for future and continued salary growth. We also offer a generous compensation and benefits package (more information on our benefits offerings is available here: FHCSD Wellness - Employee Hub (gobenefits.net)