Call Center - Call Center Lead

Title: Call Center - Call Center Lead

Location: CA United States

Job Description:

HealthRIGHT 360 gives hope, builds health, and changes lives for people in need by providing comprehensive, integrated, compassionate care that includes primary medical care, mental health services, and substance use disorder treatment.
 

Benefits and perks:

• HR360 offers a robust benefits package, including PTO, 15 paid holidays, commuter benefits, retirement plans, and more!
• Employees qualify for public loan forgiveness programs
• Training and professional development opportunities
• Work with mission driven, compassionate colleagues and make a difference every day in the work that you do.

The Lead Call Center Agent Makes sure correct procedures are followed and routinely gives information to call center manager on ways to improve the call center and customer satisfaction. When an employee needs help dealing with customer concerns, the lead call center agent may step in, listen and offer solutions. Responding to customer concerns can be challenging or monotonous at times. The Lead Call center agent encourages the team to take their positions seriously and work hard to build rapport with our patients. The Lead Call Center Agent will help with interviewing and training new agents, and work with the call center manager to help with employee evaluations.

Incoming calls: Answers a high volume of calls and schedules appointments for all patients with a high degree of accuracy. Knowledgeable of primary medical care, behavioral, and dental services to provide accurate information to all callers. Maintains average call time and call volume as indicated in call center guidelines. Knowledgeable about insurances and funding programs, such as MediCal, Medicare, Healthy San Francisco, Family PACT, and commercial insurances. Communicates sliding fee scale policies to patients appropriately. Communicates clearly on the phone and accurately documents and assigns messages and faxes. Confirms and updates contact information for all patients at every contact.

Outgoing calls: Makes follow-up calls for any messages left. Completes robust confirmation calls for all next day appointments. Robust confirmation calls include confirming reason for visit, necessity of visit, appointment time, appointment provider, verification of insurance, notification of any co-pays, deductibles, share of costs, or payments due, and any paperwork that may be needed to be completed. Assist with scheduling changes by contacting patients to reschedule appointments.

Documentation Responsibilities: Accurate documents and routine updates required patient information in the electronic health record system. Documents billing notes and general medical appointment reminders in the appointment screen, as well as in the patient information screens. Collects and verifies contact information at every call. Enters patient insurance information for patients and verifies eligibility with patient.

Customer Service: All communications, both internal and external, must be delivered with excellent customer service. Must be courteous and professional for all patient interactions. Must talk to patients and clients in a caring and non-judgmental manner. Must be able to deliver care in a culturally and linguistically sensitive manner. Must ensure to use patient’s preferred name and pronouns. Must adhere to scripted phrases, welcoming patients and thanking them for their phone calls. Listens and documents patient complaints, and routs calls to appropriate staff for swift resolution.

 

QUALIFICATIONS

Education, Certification, and Experience

Prior experience in front desk reception, administrative and/or customer service.

High School Diploma or GED equivalent.

Working knowledge of computerized medical scheduling and billing systems.

2 years’ experience working in a medical setting (or call center), preferably in a community clinic with medical experience preferred.

Familiarity with other community agencies in the Bay Area to make appropriate referrals preferred.

Background Clearance 

Must complete background check and live scan clearance.

This position is a remote, work-from-home role. However, if you experience intranet issues that cannot be resolved within one hour, you will be required to report to the clinic (on-site) to complete your workday. Additionally, on-site attendance is required for the all-staff meeting held on the first Wednesday of each month, as well as for team-building meetings scheduled every other month. 

We will consider for employment qualified applicants with arrest and conviction records. 

Other details

• Pay Type Hourly
• Min Hiring Rate $23.00
• Max Hiring Rate $24.00