Call Center Agent

We are recruiting for Bi‑lingual (English/Spanish) Call Center Agents to join our centralized Call Center in Fresno, CA. The Call Center Agent (CCA) is a Non‑Exempt position and reports to the Call Center Supervisor. The CCA is responsible for providing excellent customer service and courtesy with every UHC patient interaction. The CCA will efficiently and effectively handle incoming and outgoing telephone calls from patients and physician offices, route calls appropriately, schedule Medical, Dental, CPSP, Behavioral Health, Health Education, Enrollment and Optometry appointments.

This position ensures that appropriate information is obtained in order to pre‑register patients and schedule appointments. Additionally, this position is responsible for obtaining third‑party insurance information and demonstrates knowledge of UHC’s scheduling guidelines and procedures.

• Providing exceptional customer service to patients
• Answer incoming calls on a multi‑line phone system
• Schedules appointments per established guidelines and educates patients on all UHC services
• Ensure no patient is turned away. Use all resources to secure an appointment for patient
• Reports any potential patient concerns or complaints immediately to supervisor
• Overall knowledge of the financial programs, registration and insurance verification
• Register patients for appointments; obtaining updated insurance and demographic information
• Educate patients on everything they should bring with them to the appointment
• Notifies the patient of any co‑pays that are due at the appointment
• Route calls to appropriate department or health center

• High School Graduate or equivalent. Associates Degree preferred.

• Possess a valid driver’s license.

• Minimum two (2) years of experience in customer service and/or call center
• Knowledge in scheduling or call center environment preferred

• Bi‑Linguistic (English/Spanish) is required.
• Customer‑service oriented
• Excellent telephone etiquette
• Excellent listening and Customer Service/Interpersonal skills
• Ability to handle sensitive and confidential information
• Ability to articulate complex information
• Flexibility and dependability
• Demonstrated good problem‑solving skills; sound judgment
• Intermediate computer skills
• Attention to detail and excellent follow‑through on work tasks
• Able to handle multiple tasks simultaneously

The hourly wage range that UHC reasonably expects to pay for the position upon hire starts at $21 an hour. Our salaries are dependent on knowledge, skills, and experience.

• Medical, Dental, and Vision insurance with low premium cost
• Paid time off and paid holidays
• 401k plan with matching contribution
• Educational Assistance
• Employee discounts and more!

Entry level

Full‑time

Other

Hospitals and Health Care

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