Call Center Representative
Kheir Clinic, Los Angeles, CA, United States
Call Center Representative
Kheir's mission is to increase and provide access to culturally and linguistically-sensitive quality primary healthcare and human services support to the underserved and uninsured residents of Southern California. The Call Center Representative (CCR) will perform and oversee daily operations of the call center for the Clinic. The CCR will be the first point of customer service contact for incoming calls and will assist with various duties related to appointment scheduling and patient recall. Minimum qualifications: 1-3 years experience as a receptionist or related customer service position. Ability to interact effectively and in a supportive manner with persons of all backgrounds. Excellent telephone skills and etiquette including written and verbal. Intermediate to advanced computer-based skills with working knowledge of Microsoft. Office and the ability to learn new programs quickly. Abide by clinic confidentiality policies and procedures. Ability to handle multiple tasks and work well under pressure. Bilingual capacity required (English/Spanish or English/Korean). Essential functions/responsibilities: Responsible for answering, screening, and directing incoming and outgoing telephone calls for multiple phone lines in the clinic. Schedule and confirm appointments for patients via text and call and schedule appropriate follow-up appointments, as needed. Ensures callers are connected with the appropriate staff to assist them. Provides general information to the caller while following HIPAA standards at all times. Within the guidelines of the organization, department, and clinic, schedules a variety of appointments also documents communications to providers, care team, and leadership to facilitate timely and appropriate scheduling. Meets the established call center metrics for quality (CAHPS), schedule adherence, hold times, call completion, productivity, and caller satisfaction. Provides services that are accurate, reliable, courteous, and timely within established service levels. Maintain updated and accurate patient information. Direct patient complaints and concerns to supervisors in a timely manner. Participate in staff and educational meetings. Other duties as assigned. Working conditions/physical requirements: This is primarily an office position that requires only occasional bending, reaching, stooping, lifting and moving of office materials weighing 25 pounds or less. The position requires daily use of a company provided computer and requires entering, viewing, and revising text and graphics on the computer terminal and on paper. The position requires occasional travel to attend on- and off-site meetings. Kheir Clinic provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability or genetics. In addition to federal law requirements, Kheir Clinic complies with applicable state and local laws governing nondiscrimination in employment in every location in which the company has facilities. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training. Kheir Clinic will consider for employment all qualified applicants, in a manner consistent with the requirements of applicable state and local laws, including the City of Los Angeles' Fair Chance Initiative for Hiring Ordinance. Please note that this job description is subject to change to meet the needs of Kheir Clinic.
Kheir's mission is to increase and provide access to culturally and linguistically-sensitive quality primary healthcare and human services support to the underserved and uninsured residents of Southern California. The Call Center Representative (CCR) will perform and oversee daily operations of the call center for the Clinic. The CCR will be the first point of customer service contact for incoming calls and will assist with various duties related to appointment scheduling and patient recall. Minimum qualifications: 1-3 years experience as a receptionist or related customer service position. Ability to interact effectively and in a supportive manner with persons of all backgrounds. Excellent telephone skills and etiquette including written and verbal. Intermediate to advanced computer-based skills with working knowledge of Microsoft. Office and the ability to learn new programs quickly. Abide by clinic confidentiality policies and procedures. Ability to handle multiple tasks and work well under pressure. Bilingual capacity required (English/Spanish or English/Korean). Essential functions/responsibilities: Responsible for answering, screening, and directing incoming and outgoing telephone calls for multiple phone lines in the clinic. Schedule and confirm appointments for patients via text and call and schedule appropriate follow-up appointments, as needed. Ensures callers are connected with the appropriate staff to assist them. Provides general information to the caller while following HIPAA standards at all times. Within the guidelines of the organization, department, and clinic, schedules a variety of appointments also documents communications to providers, care team, and leadership to facilitate timely and appropriate scheduling. Meets the established call center metrics for quality (CAHPS), schedule adherence, hold times, call completion, productivity, and caller satisfaction. Provides services that are accurate, reliable, courteous, and timely within established service levels. Maintain updated and accurate patient information. Direct patient complaints and concerns to supervisors in a timely manner. Participate in staff and educational meetings. Other duties as assigned. Working conditions/physical requirements: This is primarily an office position that requires only occasional bending, reaching, stooping, lifting and moving of office materials weighing 25 pounds or less. The position requires daily use of a company provided computer and requires entering, viewing, and revising text and graphics on the computer terminal and on paper. The position requires occasional travel to attend on- and off-site meetings. Kheir Clinic provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability or genetics. In addition to federal law requirements, Kheir Clinic complies with applicable state and local laws governing nondiscrimination in employment in every location in which the company has facilities. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training. Kheir Clinic will consider for employment all qualified applicants, in a manner consistent with the requirements of applicable state and local laws, including the City of Los Angeles' Fair Chance Initiative for Hiring Ordinance. Please note that this job description is subject to change to meet the needs of Kheir Clinic.