Answers incoming phone calls in a timely manner and routinely checks the queue to monitor calls holding, provides information and assistance, and properly and politely navigates patients through the organization.
Uses de-escalation techniques when needed.
Schedules appointments for medical, behavioral health, and dental providers, as well as nurse visits and other services that require scheduling.
Monitors schedules for errors or overbooking.
Collects, verifies and updates, and accurately documents patient demographic, billing, and insurance information in the electronic health record.
Follows protocols to properly screen and route calls and sends detailed messages through the electronic health record when needed.
Collects patient payments over the phone.

A minimum of 1 year of experience in healthcare, human services or social services; or 2 years in customer service.
Ability to effectively communicate in English and Spanish verbally and in writing.
Excellent customer service skills and commitment to service excellence.
Effective verbal and written communication skills.
Good problem-solving skills with ability to apply critical thinking.
Takes initiative and demonstrates dependability.
Team oriented with ability to collaborate effectively with others.
Listening and reading skills with ability to follow written and verbal instructions.
Basic computer skills with proficiency using Microsoft Office applications, keyboard entry and internet-based applications.
Detail oriented with a high degree of accuracy.
Prioritization skills.
Strong interpersonal skills with ability to establish and maintain effective working relationships with a diverse group of individuals.
Demonstrates professionalism with ability to remain calm in all situations and show empathy.
Preferred Associate degree in related field.
Work experience in a call center, community health center, medical or dental clinic, or in the essential functions of the position.
Experience working with patient registration systems and electronic health records.
Experience using a multi line telephone system.
Experience working with and/or knowledge of clinical terminology and health insurance, including Medicare and Medicaid.

Bilingual Call Center Representative

Key skills