Call Center Representative 100% Remote (Remote)

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Posted 5 days ago United States Salary undisclosed
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Job Description

Job Description: The Call Center Representative supports the scheduling of patients providing routing of incoming and outgoing calls.
Knowledge, Skills and Abilities:
  • Knowledge of the essential functions of medical and dental clinic
  • Knowledge of general office practices and procedures
  • Fluent in English and Spanish both verbal and written
  • Knowledge of an electronic medical record system; when applicable
  • Skill in operating personal computer utilizing word processing, spreadsheets, databases and e-mail
  • Skill in operating various office equipment, such as calculator, copy machine, facsimile machine, postage scale, and telephone system
  • Skill in accuracy and attention to detail
  • Ability to maintain confidentiality of information, most importantly patient financial and medical/dental information
  • Ability to read, write legibly and calculate mathematical figures
  • Ability to solve practical problems and deal with a variety of variables
  • Ability to exercise good judgment in appraising situations and making decisions
  • Ability to work and interact effectively and positively with other staff members to build and to enhance teamwork in the call center and overall One Mission Society organization
  • Ability to communicate in a courteous and professional manner
  • Ability to appropriately handle difficult individuals
  • Ability to understand and respond appropriately, effectively and sensitively to special population groups as defined by race, ethnicity, language, age, sex, etc.
  • Excellent ability to hear and speak clearly to converse over telephone and to remain helpful and courteous during conversations
  • Ability to see to use computer efficiently and read computer reports and correspondence
  • Ability to lift up to 20 pounds on a frequent basis
  • Reasonable accommodation will be made for physical limitations on an individual basis
Role: Supports the scheduling of patients and provides central routing for incoming calls, research required information using available resources.
Call Center Timeliness and Availability
  • Monitors and directs incoming and outgoing calls in a timely manner
  • Schedules patient appointments in a timely and efficient manner
  • Takes messages and relays them to appropriate destination or individual
  • Answers phone in a timely and professional manner
  • Works with One Mission Society teams to effectively meet the patient's needs and clinics schedule.
General Duties
  • Ensures patient confidentiality
  • Obtains patients insurance information and enters into database
  • Provides general information regarding payment requirements
  • Coordinates walk-in triaging with One Mission Society staff
  • Provides directions to specific One Mission Society
  • Answers general questions regarding services provided at One Mission Society
  • Informs patients of sliding fee program and requirements
  • Covers administrative office calls when necessary
  • Informs patients of special appointment requirements
  • Confirms appointments for the next working day
  • Ensures proper computer procedures are followed as per One Mission Society policy and procedure
  • Performs other work related duties as assigned by Manager or Supervisor
EMR Responsibilities:
  • Verifies and ensures competency when utilizing EMR and EPM system
  • Identifies and obtains information from EMR
  • Utilizes EMR communications template to include tasking to appropriate staff
  • Views and obtains information from EMR
  • Utilizes reports generated from EMR and EPM system; when applicable
  • Insures patient confidentiality
  • Informs Manager if inaccuracies are identified
  • Follows all policies and procedures pertaining to EMR
Customer Service
  • Routes patient complaints to appropriate Manager
  • Speaks to clients and other callers in a pleasant and helpful manner
  • Addresses patient concerns
  • Sets the example of exemplary customer service for both internal and external customers
  • Ensures cleanliness of work environment during operational hours
  • Has general knowledge of services One Mission Society sites offer
Quality Management
  • Constantly alert for ways to improve customer service, improve work flow, increase productivity, and improve utilization of resources communicating ideas to Manager
  • Participates in quality management projects as requested
  • Notifies Manager of unusual occurrences and adheres to policies regarding incident forms and/or patient complaints
  • Ensures compliance with HIPAA, OSHA & other regulatory agencies
  • Attends and actively participates in staff meetings as requested
  • Follows all One Mission Society policies and procedures
Key Competencies
  • Verbal and written communication skills
  • Listening skills
  • Problem analysis and problem solving
  • Customer service orientation
  • Organizational skills
  • Attention to detail
  • Judgment
  • Adaptability
  • Team work
  • Stress tolerance
  • Resilience
Education and Experience: High school graduate or GED. One year certificate from a college or technical school or some experience in a call center or customer service environment. Proficient in relevant computer applications, knowledge of customer service principles and practices.
Professional Competence
  • Utilizes knowledge of general office procedures and functions of a medical clinic to create efficient, positive work environment
  • Utilizes knowledge of One Mission Society policy and procedures, HIPAA and other regulatory agencies to ensure clinic and staff compliance
  • Utilizes excellent patience, listening, and Spanish translation skills
  • Utilizes resources as needed to meet needs of the organization and patient
Patient Relationships/Quality of Service/Customer Service
  • Courteous, respectful and creates safe, clean environment for patients and staff
  • Helpful and exhibits patience when dealing with individuals over the phone
  • Ensures confidentiality of information
  • Remains up-to-date with One Mission Society accepted insurances, sliding fee scale, global fee, and services
  • Exemplifies in behavior the Core Values of One Mission Society
  • Diligent in evaluating processes, procedures and work flow to increase efficiency and productivity in the call center environment sharing successes with peers and supervisors
  • Answers/returns an acceptable amount of phone calls as deemed by One Mission Society Manager
  • Utilizes Call Center Representative job responsibilities document to ensure all facets of call center responsibilities are completed in a systematic, consistent manner
  • Reports and time sheets, etc. are accurate, input in data base, and/or submitted on time
  • Verifies and ensures competency when utilizing EMR and EPM system
  • Recognizes opportunities for staff training and conducts/coordinates training
  • Accurately blocks out appropriate times on provider schedules
  • Maximizes call center/administrative materials and supplies
  • Positively supports requests from administrative office and Manager implementing policy and new programs
  • Ensures Health Center and administrative staff receives messages/information in a timely manner
  • Dependable and punctual
Peer/Co-Worker Relationships and Teamwork
  • Works to create/maintain good relationships with supervisors and co-workers
  • Fosters working together as a team: dealing with and resolving conflict in an timely, efficient and positive manner
  • Actively participates in team meetings
Contributions to Company and Community
  • Participates in community functions that represent One Mission Society
  • Utilizes proper dress and grooming habits and always presents One Mission Society in a positive light
  • Performs other duties as assigned
Job Standard 1: Confidentiality
  • Requires expeditious and accurate completion of tasks assigned to allow the successful completion of individual and corporate goals
  • Follow-through and follow-up with time-sensitive information for filing and records retention
  • Maintain confidentiality of records in accordance with HIPPA and One Mission Society corporate policy. Keep all files in a locked file cabinet or drawer and away from public eye
  • Communicate with immediate supervisor as to progress and/or issues impeding progress for successful completion of any assigned task
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