Call Center Operator (22765)

GENERAL PURPOSE:Call Center Operator is responsible for providing assistance to patients on the telephone.MAIN RESPONSIBILITIES & DUTIES:Manages large volumes of inbound and outbound calls in a timely manner: always identifying self and clinic. Provides assistance to patient and other contacting the clinic by telephone; may provide direct assistance, or take messages and direct calls to the appropriate partyCompletes initial registration information of new patients following established policies and procedures Updates any changes of patient’s information in computer database and scans updated paperwork into Electronic Health Record (EHR) under correct tabs; including documenting phone notes when appropriate. Follow communication “scripts” when handling different topics. Identify patients’ and other customers’ needs, clarify information, research every issue and provide solutions and/or alternatives.Navigate through patients’ chart in the EHR to locate appropriate informationMaintains daily EHR worklistInforms patients of share of cost and co-pays for all types of payers. Verifies coverage under insurance, Medicare/Medi-Cal, Managed Care and other federal/state programsVerifies pharmacy information and other clinical information related to a patient’s visit. Documents notes in computer regarding collections, payment arrangements, failed appointment notice, or additional conversations. Schedules appointments for patient’s calling in.Other duties as assigned by supervisor QUALITIES &CHARACTERISTICSMaintains a professional relationship and positive attitude with co-workers, the public, patients and all Ampla Health’s staff, Board of Directors and vendorsMaintains the highest professional ethics and is honest in dealing with people; is a model for all employees through his/her actionsStrives to learn more and is receptive to new challenges and opportunitiesDisplays enthusiasm toward the work and the mission of Ampla Health PROFESSIONAL KNOWLEDGE, SKILLS & ABLITIESHigh School Diploma or GED requiredMedical Assistant certificate required Ability to use Microsoft Word for basic correspondence Ability to type a minimum of 40 WPMMust be able to use a calculatorBilingual (English/Spanish) (English/Punjabi) (English/Hmong) preferred but not requiredAbility to adapt to specific environment and dutiesDemonstrate clear knowledge of Ampla Health’s clinic structure, standards, procedures and protocols COMMUNICATIONS SKILLS Must have neat and legible handwritingMust be able to interact with patients courteously and calmlyAbility to communicate well with the publicWORKING CONDITIONS & PHYSICAL REQUIREMENTS Work well with patients in a generally comfortable office environment. Employees must possess the following physical requirements:Must be able to hear and communicate with clients and staff on telephone and those who are served in person, and speak clearly in order to communicate information to clients and staffMust be able to lift up to 40 pounds and push up to 100 pounds (on wheels)Must have vision which is adequate to read memo’s, computer screen, registration forms and other clinic documentsMust have high manual dexterityAble to reach above shoulder level to work, must be able to bend, squat and sit, stand, stoop, crouch, reach, kneel, twist/turnMay be exposed to contagious/infectious diseasesWORKING CONDITIONS & PHYSICAL REQUIREMENTS Work well with patients in a generally comfortable office environment. Employees must possess the following physical requirements:Must be able to hear and communicate with clients and staff on telephone and those who are served in person, and speak clearly in order to communicate information to clients and staffMust be able to lift up to 40 pounds and push up to 100 pounds (on wheels)Must have vision which is adequate to read memo’s, computer screen, registration forms and other clinic documentsMust have high manual dexterityAble to reach above shoulder level to work, must be able to bend, squat and sit, stand, stoop, crouch, reach, kneel, twist/turnMay be exposed to contagious/infectious diseases