Clinic Call Center Specialist/Interpreter

Outside In operates under a harm reduction-model and serves as a primary care home to a diverse population of clients including, but not limited to, those who are underserved, marginalized, low income, and experiencing homelessness. The Clinic Call Center Specialist is essential to our multi-disciplinary medical team. The Clinic Call Center Specialist manages a multi-line telephone and online communication for our Downtown and East medical clinics. This role also provides reception and appointment scheduling, conducts new patient registration including our patient education and orientation process, and assists with insurance (Oregon Health Plan) navigation. Bilingual Spanish & English is a requirement of this position.

This is a full-time position with benefits and is union-represented. Union membership is required.

Essential Duties

Call Center Coordination

• Assist with training of Call Center staff;

• Be an engaged team member of a Patient Centered Primary Care Medical Home care team;

• Coordinate with back clinic staff to ensure accurate scheduling of appointments;

• Answer phone calls and assist with phone system;

Patient/Customer service

• Maintain an environment conducive to patient comfort and confidentiality;

• Oversee patient communication and reception within our Call Center department;

• Assist patients with registration process and Mychart navigation;

• Provide referrals for clients to various community agencies as needed;

• Verify insurance eligibility, benefits and copayments;

• Screen qualified patients with applying for health insurance benefits through the Oregon Health Plan;

Care Coordination

• Conduct health maintenance outreach calls;

• Assist providers and back clinic staff with patient follow-up and care coordination;

Medical Information Management

• Promote accuracy, and efficiency in scheduling process;

• Daily data entry and troubleshooting of patient registration using EMR;

• Participate in process improvement projects that pertain to role;

• Meet personal/team qualitative and quantitative targets;