Call Center Operator (30335)

Job DetailsJob Location: Forbes Building - Yuba City, CA 95991Position Type: Full TimeSalary Range: $26.25 - $35.43 HourlyWhy work for Ampla Health? 30335 Ampla Health provides the individuals and communities we serve with high quality, comprehensive, community health care that is accessible to all and culturally and linguistically appropriate. Great Benefits including Medical, Dental, and Vision 4 weeks paid time off to start. 9 paid holidays 401k and profit sharing Full time, Monday to Friday Great work/home life balance General Purpose The Call Center Operator is responsible for providing exceptional customer service and support to patients by telephone. This role manages inbound and outbound calls, schedules appointments, updates patient information, verifies insurance coverage, and assists patients with accessing services while ensuring accurate documentation in the Electronic Health Record (EHR). Essential Duties & Responsibilities Answer and manage high volumes of inbound and outbound calls in a professional and timely manner. Assist patients and callers by providing information, resolving inquiries, or directing calls to the appropriate department. Complete patient registration and update demographic information in the EHR. Document phone notes and patient interactions accurately within the EHR. Schedule, reschedule, and cancel patient appointments as needed. Verify insurance coverage, Medicare/Medi-Cal eligibility, managed care plans, and other program benefits. Inform patients of co-pays, share of cost, and other financial responsibilities. Verify pharmacy and other clinical information related to patient visits. Maintain daily EHR worklists and follow established communication protocols. Research issues, identify solutions, and provide excellent customer service. Perform other duties as assigned. Qualifications High School Diploma or GED required. Medical Assistant Certificate required. Minimum typing speed of 40 WPM. Proficiency in Microsoft Word and basic computer applications. Ability to navigate electronic health records and multiple computer systems. Bilingual in English/Spanish, English/Punjabi, or English/Hmong preferred. Strong customer service, organizational, and problem-solving skills. Qualities & Characteristics Professional, positive, and team-oriented attitude. Strong commitment to customer service and patient satisfaction. Maintains confidentiality and high ethical standards. Adaptable, dependable, and eager to learn. Supports the mission and values of Ampla Health. Working Conditions & Physical Requirements Primarily office-based environment with extensive telephone and computer use. Must be able to communicate effectively by phone and in person. Ability to lift up to 40 pounds and push up to 100 pounds (on wheels). Requires adequate vision, hearing, and manual dexterity to perform job duties. Ability to sit, stand, bend, kneel, reach, and move throughout the workday. May be exposed to contagious or infectious diseases in a healthcare setting.   QualificationsGENERAL 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 party Completes 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 information Maintains daily EHR worklist Informs 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 programs Verifies 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 &CHARACTERISTICS Maintains a professional relationship and positive attitude with co-workers, the public, patients and all Ampla Health’s staff, Board of Directors and vendors Maintains the highest professional ethics and is honest in dealing with people; is a model for all employees through his/her actions Strives to learn more and is receptive to new challenges and opportunities Displays enthusiasm toward the work and the mission of Ampla Health PROFESSIONAL KNOWLEDGE, SKILLS & ABLITIES High School Diploma or GED required Medical Assistant certificate required Ability to use Microsoft Word for basic correspondence Ability to type a minimum of 40 WPM Must be able to use a calculator Bilingual (English/Spanish) (English/Punjabi) (English/Hmong) preferred but not required Ability to adapt to specific environment and duties Demonstrate clear knowledge of Ampla Health’s clinic structure, standards, procedures and protocols COMMUNICATIONS SKILLS Must have neat and legible handwriting Must be able to interact with patients courteously and calmly Ability to communicate well with the public   WORKING 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 staff Must 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 documents Must have high manual dexterity Able to reach above shoulder level to work, must be able to bend, squat and sit, stand, stoop, crouch, reach, kneel, twist/turn May be exposed to contagious/infectious diseases