Call Center Representative

Description

COMPANY OVERVIEW

CentroMed is 501(c) (3) non-profit organization that provides healthcare for all populations is a primary care provider and Federally Qualified Health Center (FQHC) with multiple locations throughout San Antonio and the New Braunfels area. Over the past 50 years, CentroMed has changed lives while remaining dedicated to the mission and vision of being a premier healthcare provider in the community. Join our team of dedicated professionals in providing comprehensive care and quality customer service to our community.

Founded in 1971 by CEO and President Ernesto Gomez, PHD, CentroMed has grown from a community based program focused on providing culturally competent care for underserved populations, to a network of high quality healthcare clinics across San Antonio and New Braunfels providing full- service health and dental care to all populations, regardless of income limitations.

We are a mission focused organization that wants to be the heart of our communities. We invite you to visit CentroMed and discover how we can be your medical home.

MISSION

We improve lives through improving the well-being of families through high quality, compassionate health care.

CORE VALUES

RESPECT We treat all persons with dignity and compassion

INTEGRITY We build trust through honesty, word and deed

EXCELLENCE We use best practices to deliver exceptional quality care

AFFORDABILITY We manage resources to provide affordable health care

TEAMWORK We work together as a team in the interest of patient care

COMPREHENSIVE BENEFIT PACKAGE  (Full-Time Employment Only)

• Competitive Compensation
• Health, Dental, Vision & Life Insurance
• Retirement Plans 403(B)- Company Match Contributions
• Basic Life Insurance
• Basic Life Insurance for your Spouse & Children
• Short & Long-Term Disability
• Flexible Spending Account (FSA)
• Wellness Employee Assistance (EAP)
• Travel Reimbursement
• Critical Illness insurance, hospital indemnity, accident insurance - These are additional benefits that fit your needs & lifestyle & help you feel extra protected
• Additional benefits include: 6 paid company holidays, plus (2) extra floating holidays, paid time off/ vacation time, career development opportunities and many other benefits in a collaborative culture that focuses on work life balance, innovation, & teamwork.
• Benefits start after 30 days
• Fun & Energetic, Family-Based Environment

JOB SUMMARY:

We are searching for our next SUPER STAR ! The Customer Service Representative for the Call Center Department serves as a primary source of contact for patients at El Centro del Barrio clinics and as such is responsible for welcoming patients into the system and ensuring they have positive experiences. The CSR is responsible for scheduling, rescheduling, and cancelling appointments for all patients/families requesting health care services. The CSR will answer general questions asked by callers, or transfer callers to other parties if appropriate. The CSR will also make appointment reminder phone calls to patients as required.

DUTIES AND RESPONSIBILITIES:

• Demonstrate ability to provide excellent customer service to all callers including, whenever possible, “first call resolution.”
• Complete all calls as efficiently as possible, while still providing excellent customer service, to maximize the number of calls the Contact Center can handle and to provide a high service level to all callers.
• Demonstrate proficiency in looking up patient accounts and encounters in the practice management system, using a variety of fields including but not limited to name, birth date, social security number, and account number.
• Demonstrate proficiency in scheduling, rescheduling, and cancelling appointments in the practice management system based on patient or clinic needs.
• Demonstrate a strong ability to schedule patient appointments according to established protocols by service line (medical, obstetrics, dental, and behavioral health) and by provider.
• Answer telephones using script, identifying self and name of clinic.
• Demonstrate a basic understanding of insurance (especially Medicaid and CHIP) and eligibility programs.
• Make appointment reminder calls to patients (if an automated system is not making the calls), and follow up on calls where the automated system is unable to contact the patient.
• Maintain excellent personal attire to include uniform and nametag.
• Demonstrate excellent attendance and punctuality.
• Demonstrate ability to meet department metrics.
• Abide by policies and procedures dictated in the Employee Safety Handbook.
• Participate in the agency’s Quality Improvement Program.
• Monday Thru Friday 8am to 5pm
• Monday Thru Thursday 8:00am to 2:00pm
• Other duties as assigned by the immediate supervisor.

The above description is a general statement of required major duties and responsibilities performed on a regular and continuous bases. It does not exclude other duties as assigned.

Requirements

QUALIFICATIONS:

Education:

• High School Diploma or equivalent

Experience:

• General experience working in a health care setting preferred;
• Prior experience in call center customer service roles
  Strong clerical skills to include use of computer and phone
• Bilingual English/Spanish (required).

CentroMed is an equal opportunity employer committed to a diverse and inclusive workforce. Applicants will receive consideration for employment without regard to race, color, religion, sex (including pregnancy), age, sexual orientation, national origin, marital status, parental status, ancestry, disability, gender identity, veteran status, genetic information, other distinguishing characteristics of diversity and inclusion, or any other protected status.