Bilingual Call Center Agent

Company: Soni Family Practice and The Doctors Center

Job title: Call Center Specialist

Division/Department: Clinic Operations

Reports to: Director of Clinical Integration

Job Summary:
The Call Center Specialist is responsible for managing incoming calls from patients, assisting with scheduling appointments, and addressing general inquiries about The Doctors Center's services. This role also involves verifying patient information to ensure the accuracy and efficiency of future appointments. A Call Center Specialist needs strong organizational skills and the ability to think quickly when faced with new situations that arise with patient calls.

Essential Duties and Responsibilities:
Patient Interaction:
Triage patients call to determine the appropriate level of care.

Answer patient calls and provide accurate, satisfactory answers to their inquiries and concerns on the first call.

De-escalate situations involving dissatisfied patients, offering assistance and support.

Call patients to inform them about The Doctors Center's desire to meet their needs and conduct surveys regarding their experience.

Build sustainable relationships and engage patients by going the extra mile.

Own the patient's experience by treating each patient as if they were your family.

Front Desk Operations:
Learn the functions of the medical front desk to resolve patient matters promptly without unnecessary transfers.

Assist patients with questions related to services such as prescription refills, lab results, referrals, prior authorizations, eligibility verification, appointments, cancellations, no-shows, etc.

Guide callers through troubleshooting, navigating the company site, app, or using the products or services.

Review patient information, providing updates and information regarding services offered.

Patient Education and Engagement:
Promote The Doctors Center wellness and educational events to patients.

Educate patients on the importance of preventative care and follow-up care, assisting with necessary appointments.

Identify the root cause of patient no-shows and assist in resolving issues to reduce no-show volume.

Ensure member engagement occurs within the first 10 days of enrollment.

Utilize appropriate probing skills to identify patient needs, clarify information, research issues, and provide timely solutions.

Documentation and Collaboration:
Document and direct patient interactions to appropriate The Doctors Center personnel to resolve requests effectively.

Work and close out any open patient interactions in our EHR to ensure timely resolution.

Collaborate with The Doctors Center professionals and leaders to improve the patient experience.

Training and Professionalism:
Help train new employees and inform them about The Doctors Center's patient management policies.

Demonstrate courtesy and respect to all The Doctors Center patients, families, and peers.

Implement patient retention initiatives based on feedback and interactions to establish long-lasting medical care and a primary health home for patients.

Knowledge, Skills, and Abilities:
Solid understanding of healthcare procedures and practices.

Intermediate proficiency with Microsoft Office applications.

Familiarity with Athena or similar electronic health record (EHR) systems is a plus.

Strong phone and verbal communication skills, with active listening abilities.

Exceptional customer service skills, with a focus on adapting to different personality types and needs.

Demonstrated patience and empathy in handling patient interactions.

Ability to thrive in a fast-paced environment.

Proficient computer literacy, including the ability to navigate multiple systems.

Excellent multitasking abilities, capable of managing a variety of priorities simultaneously.

Qualifications:
High School Diploma or equivalent.

Medical Assistant certificate preferred.

3+ years of customer service experience, preferably in a call center environment.

1+ years of Medical Assistant experience (recent graduates will be considered).

Candidates seeking an externship for a Medical Assistant or in the medical field may be considered.

Bilingual in English and Spanish preferred.

Physical & Mental Requirements: (check all that apply)

 Ability to stand or sit for extended periods of time.

 Ability to receive and comprehend instructions verbally and/or in writing.

 Ability to use logical reasoning for simple and complex problem solving.

 Occasionally requires exposure to communicable diseases or bodily fluids.

 Occasional travel for clinic activities may be required.

The information listed above is not comprehensive of all duties/responsibilities performed. This job description

is not an employment agreement or contract. Management has the exclusive right to alter this job description

at any time without notice.