Call Center Representative Job at WellSpace Health in Sacramento

Call Center Representative Department: Patient Services Location: RCH Reports to: Call Center Manager Status: Full-time FLSA: Non-Exempt Pay Range: $22.64 - $29.43/hr EEO-1: Office and Clerical Organization Information WellSpace's mission is "achieving regional health through high quality comprehensive care." We believe that everyone deserves to be seen, no matter who you are, where you come from, where you work or what place you call home. At WellSpace, we see you! We are driven to serve the whole person through comprehensive, integrated care, spanning medical, dental, behavioral health, and supportive services across the region. We do this by building a team of exceptional colleagues who are dedicated to our mission and becoming part of the communities we serve. As the region's largest Community Health System, WellSpace utilizes a Confluence Model to integrate an internal network of healthcare modalities, including Federally Qualified Health Centers (FQHC), Certified Community Behavioral Health Center (CCBHC), Drug Medi-Cal and Specialty Mental Health programs, California's second largest 988 Suicide and Crisis Lifeline Center, an independent Risk Bearing Organization (WellSpace Nexus), and more into a seamless confluence of care. To ensure the highest quality of care, WellSpace is accredited by the Joint Commission for Ambulatory Care, Behavioral Health and as a CCBHC. Further, it is certified by the Joint Commission as a Primary Care Medical Home and a Behavioral Health Home. WellSpace's crisis programs are accredited by the American Association of Suicidology and the International Council for Helplines. Position Summary The Call Center Representative must have excellent customer service skills and is responsible for responding to telephone inquiries from callers as they relate to health services, solving problems, and educating others on our health programs and procedures. Required Qualifications

• High School diploma, some college preferred OR an equivalent combination of education and experience sufficient to successfully perform the essential duties of the job.
• Experience with electronic health records (EHR) software preferred.
• Excellent customer service and interpersonal skills.
• Ability to abide by standards of professional ethics and maintain HIPAA rules of confidentiality.
• Communicate clearly and concisely, both verbally and in writing and demonstrate a high level of listening skills.
• Strong administrative skills with attention to detail.
• Fluency in additional languages preferred.
• Computer (PC) literate in Microsoft Word, Excel, Powerpoint, Outlook email and database software.
• Ability to use standard office equipment including phone, fax, copier.
• Have the ability to work a flexible schedule when needed.
• Knowledge of community resources including Medicare, Medi-Cal, Supplemental Security Income (SSI) and the county's General Assistance Program preferred.
• Demonstrated commitment to the provision of services for the underserved and sensitivity working with a variety of people from low-income populations, with diverse educational, lifestyle, ethnic, and cultural origins; disabled, homeless, substance users, HIV (AIDS) infected, and/or physiologically impaired.
• Adherence to infection control procedures, including but not limited to, standard precautions of temperature monitoring, hand washing, symptom self-monitoring, masking and social distancing.
• Assist and support the Center/Department/Program to meet standards of High Reliability.

Essential Responsibilities

• Answer phones and provide information to callers; Take messages and route calls as appropriate.
• Understand the organization and help navigate patients through it.
• Maintain office appearance on a daily basis.
• Schedule appointments.
• Copy and shred as directed.
• Provide equipment maintenance on a back-up basis and general administrative support (i.e. typing, filing, etc.) to supervisor and department.
• Remind patients of upcoming appointments.
• May perform closing duties.
• Facilitate new patient registration.
• Receive and process fees or credit card payments prior to client appointments.
• Determine client/patient eligibility.
• Other duties as assigned.

Benefits Successful candidate will receive regionally competitive salary, above average health benefits at reduced costs, company paid life insurance & long-term disability insurance, additional voluntary retirement plan with company match and no vesting schedule requirement.

• Paid bereavement and jury duty leave
• 11 paid holidays per year
• Paid time off
• Paid sick leave
• Flexible Spending Program
• Company paid malpractice insurance for all providers
• Professional development hours offered annually

Physical Demands and Work Environment The work environment is characteristic of a medical clinic environment. The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. While performing the duties of this job, the employee is frequently required to sit; use hands to handle, or feel. The employee is also required to stand; walk; and reach with hands and arms. The employee must occasionally lift and/or move up to 20 pounds. Specific vision abilities required by this job include close vision, distance vision, and the ability to adjust focus. The employee must also possess hearing and speech to communicate in person and over the phone. The noise level in the work environment is usually quiet. The employee may be in contact with individuals and families in crisis who may be ill, using substances and/or not attentive to personal health and safety for themselves or their homes. The employee may experience a number of unpleasant sensory demands associated with the client's use of alcohol and drugs, and the lack of personal care. The employee may also be exposed to bodily fluids (blood, urine) and hazardous chemicals. WellSpace Health is committed to the principles of equal employment. We are committed to complying with all federal, state, and local laws providing equal employment opportunities, and all other employment laws and regulations. It is the intent of WellSpace Health to maintain a work environment free of harassment, discrimination, or retaliation because of age, race, religious creed, color, national origin, ancestry, physical disability, medical condition, genetic information, marital status, sex (including pregnancy, childbirth, breastfeeding and/or related medical conditions), gender, gender identity, gender expression, sexual orientation, military or veteran status, or any other status protected by federal, state or local laws. WellSpace Health is dedicated to the fulfillment of this policy in regard to all aspects of employment, including but not limited to recruiting, hiring, placement transfer, training, promotion, rates of pay, and other compensation, termination, and all other terms, conditions, and privileges of employment. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. WellSpace Health is an Equal Opportunity Employer