Job DescriptionJob Description
Community health is about more than just vaccines and checkups. It's about giving people the resources they need to live their best lives. At Neighborhood, this is our vision: a community where everyone is healthy and happy. We're with you every step of the way, with the care you need for each of life's chapters. At Neighborhood, we are Better Together.
As a private, non-profit 501(C) (3) community health organization, we serve over 506,563 medical, dental, and behavioral health visits from more than 96,867 people annually. We do this in pursuit of our mission to improve the health and happiness of the communities we serve by providing quality care to all, regardless of situation or circumstance.
Since 1969, our employees have been making this mission a reality. Regardless of the role, our team focuses on being compassionate, having integrity, being professional, always collaborating, and consistently going above and beyond. If this sounds like an organization you would like to be a part of, we would love to meet you.
The Call Center Representative-Prenatal supports the Prenatal team and works to support the mission and vision of Neighborhood Healthcare by providing excellent patient-centered telephonic customer service in a timely and professional manner within a dynamic team environment to support patient needs.
Responsibilities
- Staffs queue for one specific region, such as San Diego or Riverside
- Answers telephone calls promptly and in a polite and professional manner
- Answers questions and offer other information, as requested, to provide patient-focused service and a positive impression of the organization
- Schedules and confirms patient appointments according to established guidelines and reschedules as necessary
- Educates patients on available programs offered through Neighborhood Healthcare, including MyCare Portal and enrolling patients in our texting confirmation program
- Maintains professionalism with all patients including potentially upset or difficult members
- Monitors provider schedules for openings to ensure maximum utilization of all available appointments
- Works in collaboration with clinic staff to identify and resolve patient issues or concerns
- Obtains and enters accurate demographic information into ECW, such as address, telephone number, insurance provider, etc.
- Directs/redirects calls to appropriate departments as needed
- Determines when complex customer inquiries or complaints may be transferred to a clinic or call center supervisor or manager
- Deliver on call center KPI's: quality, average handle time, adherence to schedule, accuracy, etc.
Qualifications
Education/Experience
- High school/GED required
- One year of customer service or call center experience preferred
- Experience working with healthcare environment preferred
- Bilingual (English/Spanish) required
- Women's health/Prenatal experience highly preferred
Additional Qualifications(Knowledge, Skills, and Abilities)
- Excellent verbal and written communication skills, including superior composition, typing and proofreading skills
- Ability to interpret a variety of instructions in written, oral, diagram, or schedule form
- Knowledgeable about and experience with medical terminology
- Ability to successfully manage multiple tasks simultaneously
- Excellent planning and organizational ability
- Ability to work as part of a team as well as independently
- Ability to work with highly confidential information in a professional and ethical manner
Pay range: $21.00 - $25.66 per hour, depending one experience.