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Call Center Representative

Company: Santa Barbara Neighborhood Clinics
Location: Goleta
Posted on: May 31, 2021

Job Description:

Under the supervision of the Call Representative Lead (who assists the Director of Clinic Operations with the Call Center), the Call Center Representative is responsible for confirming and scheduling appointments for all SBNC medical clinics and to increase community awareness and participation in programs and services offered by SBNC through spreading information and assisting participants with appointments and overcoming any obstacles to access to care. The Call Center Representative supports patient-centered medical care as a part of the care team by providing excellent customer service and working collaboratively with clinic staff to appropriately schedule patients.

Essential Duties and Responsibilities:

  • Maintains exemplary customer service skills with patients, vendors and co-workers.
  • Be familiar with all clinical and educational programs and services offered by SBNC and other health providers.
  • Provide Call Representative Lead with daily confirmation statistics.
  • Checks email upon arrival every morning and throughout the day to keep himself/herself informed of day to day functions and important communications with administration and clinic staff.
  • May need to cover at other sites if needed.
  • Confirms appointments for all medical clinics and makes contacts with patient.
  • Must make three (3) calls to confirm appointments.
  • Data entry and updating patient information in NextGen data base.
  • Provides information to individuals regarding low cost or free services, such as CHDP, Family PACT, Every Woman Counts, Diabetes Nutrition Classes, Care Management Program, etc.
  • Transfers incoming calls to medical clinics appropriately and as needed.
  • Appropriately transfers calls for staff at Administration as needed.
  • Maintains knowledge of provider preferences to appropriately schedule appointments at the medical clinics.
  • Refers patients in need of any enabling services to our Health Promotion Services staff.
  • Keep work area clean and in an orderly manner.

Other duties and responsibilities

  • Demonstrate understanding of and observe all SBNC policies, procedures, rules and regulations.
  • Demonstrate successful work-related behaviors.
  • Attend all required SBNC meetings and trainings.
  • Interact with patients, physicians, staff, vendors, and visitors in a positive manner that reflects the SBNC mission and philosophy.
  • The above statements are intended to describe the general nature and level of work being performed by most people assigned to this job. They are not intended to be an exhaustive list of all responsibilities, duties, and requirements. The omission of specific statements of duties does not exclude them from the position if the work is similar, related or it is a logical assignment to the position. The employee is expected to perform other duties necessary for the effective operation of the department.

Qualifications and Education Requirements

Education:High school diploma or equivalent. Demonstrated interest in healthcare, community education and related issues through additional training/education.

Experience: One year of prior experience in a medical care setting or equivalent combination of education and experience preferred.

Knowledge & Skills: Bilingual in Spanish/English. Bicultural preferred. Computers skills and working knowledge in the use of standard software such as Windows, Word, Excel and PowerPoint. Skill in developing promotional materials. Inclusive approach to all potential patients. Possess existing community contacts with target communities. Able to work independently. Demonstrated ability to lead, direct and organize both small and large educational groups.

Physical Demands: May be required to lift objects weighing up to 35 pounds. Sitting in a normal seated position for extended periods of time. Reaching by extending hand(s) or arm(s) in any direction. Finger dexterity required to manipulate objects with fingers rather than with whole hand(s) or arm(s), for example, using a keyboard. Communication skills using the spoken word. Ability to see within normal parameters. Ability to hear within normal range. Ability to move about.

Certification/License: Valid drivers license and auto insurance.

Keywords: Santa Barbara Neighborhood Clinics, Santa Barbara , Call Center Representative, Other , Goleta, California

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