Call Center - Customer Service Representative

Essential Duties and Responsibilities

• Screen and route patient calls efficiently.
• Ensure accurate registration, appointment scheduling and follow-up appointment in EPIC Care Practice Manage System.
• Respond to patient’s questions and needs.
• Updating patient information by editing, canceling and re-scheduling appointments as necessary according to clinic Polices and Procedures.
• Ensure accuracy of patient information by verifying patient’s appointment, update and verify patients demographic in the EPIC Practice Management System i.e. address, telephone, FPL and/or insurance coverage.
• Maintain photocopy machine to ensure an adequate paper supply.
• Attend and participate in clinic staff meetings and trainings as directed.
• Assist in data collection for the various payer programs.
• Assist with patient flow as assigned
• Other duties as assigned by supervisor.

Patient Support Services:

• Provide language assistance for LEP (Limited English Proficient) patients during intake and scheduled visits with providers.
• Call patients 1-2 days before their appointment to remind them of their appointment.
• Follow up with phone calls.
• Address patient concerns (medical or clinical operation) and effectively communicate that to appropriate individuals.

Other Performance Expectations:

• Work on Saturday Clinics as scheduled.
• Work as a team player and be willing to assist other members in other duties within his/her capabilities, to aid the clinic team in providing good efficient patient care.
• Facilitate patient flow by working effectively and efficiently.

Job Requirements

• High School Diploma, Trade school certificate; At least one year of clinical front office experience in private or health care organization preferred; Experience with physician coding preferred.
• Knowledge of various health programs (i.e. CHDP, FPACT, MEDI-CAL,MEDICARE, HEALTHY FAMILIES, COMMERCIAL PAYERS)
• Computer skills: Working knowledge of Microsoft Word and Excel. Able to use health related Practice Management System.
• Proficiency in written and verbal English and Spanish.
• Exceptional customer service skills.