Call Center Representative - Napa

Pay Range

$24.21 to $29.59/hr, depending on years of experience

Call Center Representative

Patient Access

Call Center Manager

Napa, CA

Monday to Friday, 8 am to 5 pm

Call Center Representatives work under the Call Center Manager and are responsible for assisting patients with handling and triaging phone calls, scheduling appointments, responding to questions, and documenting within the electronic health record.

• Medical, Dental, Vision Coverage – Employer covers 90% of employee premiums and 50% of dependent premiums
• 18 days of PTO (Vacation & Sick)
• 10 Paid Holidays + 1 Float Holiday
• 2% employer match with employee 4% contribution 403(b) retirement plan
• Tuition Reimbursement of up to $2,000 per Calendar Year (prorated per Full-Time Equivalent)
• Life & Accidental Insurance Coverage
• Employer contribution for Health Savings Account

• High School Diploma or GED required.
• One year experience in medical office, hospital or clinic preferred.
• Administrative and customer service experience in a busy customer service‑related environment required.
• Experience working in a health clinic or demonstrated commitment to low‑income populations preferred.
• Strong computer and data entry skills including MS Office required; electronic health record system required.
• Strong verbal and written communication skills.
• Ability to work in a fast‑paced environment and multitask.
• Bilingual in English/Spanish/Dari/Punjabi/Vietnamese strongly preferred.

• Answer phone and schedule patient appointments, providing accurate information to patients regarding a variety of programs and services.
• Complete and update registration for patients as needed.
• Run insurance eligibility for the following day and create billing notes for outstanding documents.
• Be empathetic and sensitive to the unique needs of each customer and provide explanations appropriate to the customer’s level of understanding.
• Give full attention to the customer, demonstrate promptness and initiative in responding to customers.
• Route calls to the appropriate department for continued assistance as necessary.
• Troubleshoot patient concerns regarding orders, health information, and assist in communication with other outside facilities through the electronic health record.
• Greet patients professionally on the phone and create a positive and personal patient customer service experience.
• Answer multi-line phones in a timely, professional manner.
• Ensure correct patient identification in the computer scheduling system.
• Utilize appropriate scheduling guidelines in patient interaction.
• Provide information to prospective or new patients regarding health center services and protocol for enrolling as a new patient.
• Have basic knowledge of programs/insurance & access/eligibility guidelines and applications.
• Send messages to members of the care teams as necessary.
• Record cancellations and re-schedules and document appropriately in the electronic health system.
• Capture and update patient demographics and insurance information.
• Treat all patients on the Communi Care+OLE scheduling system with dignity and respect while maintaining privacy and confidentiality at all times.
• Document all appropriate information in the electronic health record system.
• Prompt follow-up of telephone encounters/recalls/appointment requests.
• Perform other duties as assigned.

Communi Care+OLE encourages people of all backgrounds to apply, including, but not limited to, Black, Indigenous Peoples, people of color, immigrants, refugees, women, LGBTQIA+, people with disabilities, veterans, individuals of all ages and religions, and individuals who have been affected by the legal system. You are welcome here.