Call Center Operator (31016)

PER DIEM POSITION 10% in increase hourly for incentive.

GENERAL PURPOSE:

The Call Center Operator provides professional, timely assistance to patients and callers by telephone, schedules appointments, verifies patient and insurance information, and supports accurate documentation in the Electronic Health Record (EHR).

MAIN RESPONSIBILITIES & DUTIES:

• Manage high volumes of inbound and outbound calls while providing courteous and professional customer service.
• Assist callers, answer questions, take messages, and route calls appropriately.
• Register new patients and update demographic, insurance, pharmacy, and clinical information in the EHR.
• Schedule patient appointments and maintain daily EHR worklists.
• Verify insurance, Medicare/Medi-Cal, Managed Care, and other coverage, including copays and share of cost.
• Navigate patient charts to locate appropriate information and document phone calls, payments, collections, and other patient communications.
• Follow established communication scripts, policies, and procedures.
• Identify patient needs, research issues, and provide appropriate solutions or alternatives.
• Maintain confidentiality and professionalism at all times.
• Perform other duties as assigned.

QUALITIES & CHARACTERISTICS:

• Maintains a positive, professional, and respectful attitude with patients, coworkers, providers, vendors, and the public.
• Demonstrates integrity, dependability, adaptability, and enthusiasm for the mission of Ampla Health.
• Works effectively in a fast-paced, team-oriented environment.

PROFESSIONAL KNOWLEDGE, SKILLS & ABILITIES:

• High School Diploma or GED required.
• Medical Assistant Certificate required.
• Ability to type a minimum of 40 WPM and use Microsoft Word and a calculator.
• Strong verbal and written communication and customer service skills.
• Ability to adapt to changing environments and duties.
• Knowledge of Ampla Health’s clinic structure, standards, procedures, and protocols.
• Bilingual English/Spanish, English/Punjabi, or English/Hmong preferred, but not required.

WORKING CONDITIONS & PHYSICAL REQUIREMENTS:

• Comfortable working in an office/clinical environment.
• Must be able to hear and communicate effectively by telephone and in person.
• Must be able to lift up to 40 lbs. and push up to 100 lbs. on wheels.
• Vision adequate to read computer screens, forms, and clinic documents.
• Must have manual dexterity and ability to bend, squat, sit, stand, stoop, crouch, reach, kneel, and twist/turn.
• May be exposed to contagious/infectious diseases.