Call Center Representative

Position Summary
The Call Center Representative is primarily responsible for providing excellent customer service by assisting patients over the phone with scheduling, relaying medical information and/or medical information requests. Responsible for creating a caring and receptive patient environment while promoting an effective and efficient scheduling process. Responsive to patients’ needs via telephone. Handles 2-3 skill types of calls.

EXPECTATIONS
Every Adelante Healthcare employee will strive to maximize their performance and contribution to Adelante Healthcare and the community we serve every day. Employees are expected to work in a manner that demonstrates a commitment to quality, patient safety, employee engagement, innovation, and the highest standards of personal integrity, professionalism, and competence.

OUR CORE VALUES

• Compassion
• Excellence
• Integrity
• Learning
• Respect
• Sustainability

Essential Skills And Experience

• Effective communication skills and professional presence
• Ability to communicate effectively with patients, co-workers, and the general public both in person and over the phone
• Minimum of one (1) year experience in the customer service field and six (6) months to (1) year call center experience
• Meeting minimum standards of metric expectations
• Ability to perform a variety of assignments requiring some exercise of independent judgment
• High school diploma or GED from an accredited institution
• Office skills: typing, faxing, scanning and telephone
• Computer efficiency
• Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form
• Bilingual English and Spanish preferred
• Ability to work a varied schedule
• Commitment to Adelante Healthcare’s mission, vision, and values
• Willingness to be cross‑trained and learn new skills and responsibilities
• Valid Level One Fingerprint Clearance Card issued by the Arizona Department of Public Safety for all specialty behavioral health locations

Position Responsibilities

• Effective phone etiquette using caring communication for all openings and closing greetings.
• Ensure patient needs and requests are handled efficiently by performing telephonic patient scheduling.
• Schedule patient initial and follow up appointments ensuring efficient use of provider time and the appropriate care for patients.
• Perform patient pre‑registration including accessing and updating patient information as indicated.
• Perform data entry and appointment confirmation within 2-3 call queues.
• Maintain schedule accuracy for maximum patient flow.
• Follow established procedures for answering and screening incoming appointment‑related telephone calls, scheduling interpreters, and directing calls to appropriate staff.
• Maintain effective communication with office staff and providers in all of the health centers as needed.
• Attend staff meetings, in‑service meetings, or other required meetings.
• Maintain satisfactory attendance, is punctual and works full scheduled shift.
• Demonstrates respectful, professional and appropriate behavior that supports a team‑oriented work environment.
• Technology skills to include Windows, MS Office and multi‑line telephone system.

Nonessential Skills And Experience

• Experience in community health.

Additional Duties And Responsibilities

• Other duties as requested or assigned.

Patient‑Centered Medical Home (PCMH)
All employees are responsible for promoting and participating in interdisciplinary communication and collaboration to enhance the delivery of quality across the health care system. Employees should maintain an environment which supports and engages patients and co‑workers in a caring team‑based model to promote wellness and improve health outcomes.

Adherence to Compliance and Code of Conduct
All employees are required to comply with Adelante Healthcare’s written standards, including its Compliance Program and Standards of Conduct, policies and procedures and reporting of any conduct that potentially violates Adelante’s legal or compliance requirements. Such compliance will be an element considered as part of the regular performance evaluation.

PHYSICAL DEMANDS AND WORK ENVIRONMENT
The physical demands and work environment characteristics described here are…