The Call Center Associate is responsible for managing incoming patient calls, scheduling appointments, and facilitating patient registration. They also support organizational goals by promoting services and ensuring smooth patient flow through effective communication and coordination with other departments.
Requirements overview
Candidates must have a high school diploma or GED and possess strong communication and telephone etiquette skills. Experience in a medical setting, familiarity with electronic health records, and the ability to speak Spanish are highly desirable.
Omni Family Health is a national award-winning network of state-of-the-art Community Health Centers. Omni provides quality healthcare services throughout California's Central Valley, in Kern, Kings, Tulare, and Fresno counties. Our organization is committed to meeting the healthcare needs of our local communities by providing a healthcare delivery system that offers a full range of primary, preventative care, and supportive services in medical, dental, behavioral health, pharmacy, and many more specialties.
As a mission-driven organization, Omni's team of committed providers and staff promote accessible, affordable, quality health care for patients of all ages and backgrounds, regardless of a patient's ability to pay. Omni accepts most insurance plans; however, medical insurance is not required to receive services. Medi-Cal, Medicare, and Denti-Cal are accepted forms of healthcare coverage. Omni offers free interpretation services at our health centers.
Omni’s achievements have been nationally recognized by numerous organizations, including the Migrant Center of the Year and the Outstanding Achievement Award, both issued by the National Association of Community Health Centers. Most recently, Omni received consecutive 2017 and 2018 HRSA Quality Improvement Awards for exceeding national clinical quality benchmarks. Joint Commission and Patient-Centered Health Home accreditation demonstrate Omni's best-practice healthcare delivery system.
The impressive accomplishments of the organization can be attributed to the leadership of the Board of Directors, the dedication of the Executive Management Team led by Chief Executive Officer, Francisco L. Castillon, MPA, and the ongoing commitment of staff. To fulfill Omni’s mission and vision, the organization will continue to strive to be the leading healthcare organization throughout the Central Valley and beyond.
Customer Service & SupportHealthcareAdministrative
Description
Job Summary: This position is as important as any other function in the healthcare delivery system. Receiving calls from patients and help them with their appointment needs. Calling patients to make appointments and promote Omni Family Health services by consulting, gathering information, and evaluating patient needs over the phone. Support mission, goal achievement, organizational quality, and the patient-centered medical home philosophy we operate by incorporate core organizational values of quality, respect, integrity, partnership, and compassion in all activities and decisions.
Job Duties:
1. Greets patients as they contact the center, provide quality & excellent customer service to every call.
2. Schedule appointments, remind patients of their appointment, and update patient demographics, per established policies and procedures.
3. Promptly Answer all incoming calls and route them to the appropriate staff as needed.
4. Register all patients per registration protocols over the phone.
5. Call patients for follow up per policies and procedures.
6. Call and schedule new patients on their first visit based on the member list and procedure established.
7. Calling patients to make appointments for services offered.
8. Promote OFH services by consulting, gathering information, and evaluating patient needs.
9. Work closely with other departments on appointment scheduling and services offered to ensure smooth patient flow and cut down waiting time.
10. Respond to patients’ inquiries, requests, dispute over the phone, and route it to the appropriate department or staff.
11. Explain the services available, payment categories and billing procedures.
12. Attend all mandatory programs training such as Medi-Cal, CHDP, BCCP, FPACT, and so on as required.
13. Perform & Assign Tasks within the Electronic Health Record system.
14. Initiate Medication Refill Requests
15. Perform all other tasks related to Call Center Department areas of responsibilities.
16. Follow Call Center Associate Policies and Procedures
Job Requirements:
1. Ability to work under pressure, provide verbal communication, and proper telephone etiquette.
2. Ability and willingness to treat all patients with the utmost kindness and consideration in the most trying situations.
3. Friendly personality with the desire to work with the public.
4. Ability to handle multi-functions.
5. Understanding of community based organizations.
6. Communicate patients’ problems to the appropriate staff.
7. Knowledge of bookkeeping and office functions.
8. Promotes and believes in OFH’s mission statement.
9. Ability to relate to the public regardless of ethnic, religious and economic status.
Additional Duties:
1. HIPAA compliance – responsible for maintaining abreast of and in compliance with all H.I.P.A.A. regulations and requirements. Treats all member information confidential.
2. Compliance – Ensure compliance with all local, state and federal regulations.
3. QA/QI – Participate in QA/QI activities and contribute towards the overall performance improvement of the organization.
4. IT – Required to learn and use the EHR/EOHR (Medical Practice Electronic System) and its components. As required by the job functions and highlighted in the Policies and Procedures.
5. All employees will participate in Patient Centered Health Home Model at Omni Family Health.
Qualification, Education, and Experience:
EDUCATION:
* High school graduate or GED required.
EXPERIENCE:
* A minimum of one-year experience in the medical field answering phones, setting appointments and handling patients’ questions and/or complaints is desirable.
CERTIFICATION/LICENSE:
* Medical Assistant certificate desirable.
SKILLS:
1. Ability to relate to patients through familiarity with medical terminology and triage procedure.
2. Must believe in health care with dignity for all.
3. Demonstrated ability to build and maintain good customer rapport.
4. Ability to speak, read and write in Spanish is desirable.
5. Electronic Health Record knowledge is desirable.
Responsible To: Call Center Supervisor/Business Management Associate
Classification: Non-exempt
OMNI FAMILY HEALTH•Shafter, California, United States