Call Center Representative - Bilingual

Job Title: Call Center Representative - Bilingual

Reports to: Call Center Manager

Employment Classification: Non-exempt, Hourly 

Schedule: Monday-Friday 8:30-5:00

Position Summary

The Call Center/Patient Access Coordinator is responsible for demonstrating knowledge and application of job duties within scope of practice and functions under the direction of his/her manager(s) and/or Director(s); respectfully interacts with all levels of staff; provides assistance, as needed, during assigned duty hours; participates in department activities; promotes independence; adherence to the attendance policy; encourages socialization; advocates for the quality of life of our patients while maintaining compliance with all applicable laws, regulatory and organizational standards; supports the company’s core values.

Summary of Duties and Responsibilities:

• Answer telephone, handle all calls appropriately, and schedule appointments for new and existing patients
• Enter patient demographics, insurance, and referral information into EMR
• Cancel and reschedule appointments, as assigned
• Work as directed/as needed
• Maintain and follow HIPAA policies and procedures
• Other relevant duties as assigned by the Manager/Director

Abilities, Knowledge and Skills

Effective communication skills to include: 

1. Ability to fluently speak and read English and Spanish
2. Ability to read and interpret documents such as safety rules, handbooks, policies, and procedure manuals 
3. Ability to communicate effectively, verbally and written, with all levels of staff and patients

Education, Prior Work Experience, Special Skill And Knowledge Requirements

Must be Spanish speaking

High school diploma or GED required

Prior medical office experience, preferred

Strong computer skills

Must be a quick learner, organized, and team oriented

Excellent communication and customer service skills

Previous customer service experience

Valid Driver’s License required

Acceptable results on Office of Inspector General, State Medicaid Exclusions, Abuse Registry Checks, Background Screenings, Drug Screen, and Sanction Checks

Ability to travel to satellite offices, as needed

Must be at least 18 years of age 

Ability to work with patients directly and pleasantly

Ability to work independently

Physical Demands and Work Environment

Physical Demands

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. Reasonable accommodations may be made to enable individuals with disabilities to perform the physical demands. 

1. While performing the duties of this job, the employee is regularly required to use hands to handle, or feel objects, tools, or controls; reach with hands and arms; and talk or hear. 
2. The employee frequently is required to stand, walk, stoop, kneel, crouch, reach, push, pull, bend and sit. On average, Call Center staff may be sitting 80% of their shift.
3. The employee must occasionally lift and/or move up to 30 pounds. 
4. Specific vision abilities required by this job include close vision, distance vision, peripheral vision, depth perception, and the ability to adjust focus. 
5. Specific communication abilities required by this job include the ability to talk and hear in order to converse with others, discern, convey, express oneself, and exchange information. 

Work Environment

The work environment characteristics described here are representative of those an employee may encounter while performing the essential functions of this job. 

1. The noise level in the work environment is usually moderate; lighting is in the standard range. 
2. The employee is subject to diseases and conditions that exist in a healthcare setting. 

EEOC Compliance

Family Allergy & Asthma provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws. 

This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.

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