Call Center Representative – Solano Job Fairfield area,California USA,Healthcare

Call Center Representative – Solano County

POSITION TITLE: Call Center Representative

DEPARTMENT: Patient Access

REPORTS TO TITLE: Call Center Manager

LOCATION: West Fairfield, CA

PAY RANGE: $23.75 to $29.03/hr, depending on years of experience

SCHEDULE: Monday to Friday, 8am to 5pm

DLSE/FLSA STATUS: ____Exempt/Salaried position _X__Nonexempt/Hourly position

SUPERVISORY RESPONSIBILITIES (does this position have direct reports): YES NO

About Communi Care+OLE Established in 2023, Communi Care+OLE is the result of a union of two health centers with deep roots in their communities, providing high-quality primary care regardless of insurance or ability to pay: OLE Health of Napa and Solano Counties and Communi Care Health Centers of Yolo County. Building on a legacy established in 1972, it is a network of federally-qualified health centers with 17 sites across Napa, Solano, and Yolo Counties.

It offers comprehensive services including medical, dental, behavioral health, substance use treatment, nutrition, optometry, pharmacy, care coordination, referrals, and enrollment assistance to over 70,000 individuals. No one is turned away due to lack of insurance, immigration status, or ability to pay. Many services extend outside sites via mobile health, home visits, and community and school-based programs.

BENEFITS include Medical, Dental, Vision coverage (employer covers 90% of employee premiums and 50% of dependents), 18 days PTO, 10 paid holidays plus a float holiday, 2% employer match with 4% contribution to 403(b) plan, tuition reimbursement up to $2,000 annually, and employer contributions for HSA.

JOB SUMMARY/OVERVIEW: Call Center Representatives assist patients by handling and triaging calls, scheduling appointments, responding to inquiries, and documenting interactions within the electronic health record.

Communi Care+OLE promotes an inclusive workplace valuing diversity and life experiences. We encourage applications from all backgrounds, including Black, Indigenous Peoples, people of color, immigrants, refugees, women, LGBTQIA+, people with disabilities, veterans, and individuals affected by the legal system.

YOU ARE WELCOME HERE.

*** The following are essential functions and requirements of this position but are not exhaustive. Employees must be able to perform these duties with or without reasonable accommodations. Duties may be reassigned as needed.***

MINIMUM POSITION REQUIREMENTS:

High School Diploma or GED required.
One year of experience in a medical office, hospital, or clinic preferred; administrative and customer service experience in a busy environment required.
Experience working in a health clinic or serving low-income populations preferred. Strong computer skills, including MS Office and electronic health records, required. Excellent verbal and written communication skills necessary. Bilingual abilities in English/Spanish/Dari/Punjabi/Vietnamese strongly preferred.

ESSENTIAL FUNCTIONS AND RESPONSIBILITIES:

Answer phone calls and schedule patient appointments, providing accurate information about services.

Complete and update patient registration information.

Check insurance eligibility and create billing notes for outstanding documents.

Be empathetic and sensitive to patients' needs, providing explanations appropriate to their understanding.

Give full attention to patients, demonstrating promptness and initiative.

Route calls to appropriate departments as needed.

Troubleshoot patient concerns and facilitate communication with external facilities through the EHR system.

Greet patients professionally and foster a positive customer service experience. Strong communication skills required.

Answer multi-line phones promptly and professionally.

Ensure correct patient identification in the scheduling system.

Use appropriate scheduling guidelines during patient interactions.

Inform prospective or new patients about services and enrollment procedures.

Have basic knowledge of insurance, eligibility, and access guidelines.

Send messages to care team members as necessary.

Record cancellations and reschedules, documenting appropriately in the EHR.

Update patient demographics and insurance information.

Maintain dignity, respect, privacy, and confidentiality in all patient interactions.

Document all relevant information in the electronic health record system.

Follow up promptly on telephone encounters, recalls, and appointment requests.

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