Call Center Representative

  • Full Time
  • Daly City
  • Salary: N/A

Website NEMS - Stockton Street

Full Job Description

The Call Center Representative I, will be responsible for assisting the team in answering and routing a high volume of calls a day to appropriate recipients. Additionally, they are responsible for assisting patients in scheduling appointments, screening, referring eligible patients to NEMS’ participating programs, and answering patients’ inquiries.
ESSENTIAL JOB FUNCTIONS:
  • Answer and route incoming calls, including the provider line, through Cisco telephone system to appropriate resources while adhering to NEMS’ telephone etiquette standards
  • Manage large amounts of inbound and outbound calls in a timely manner
  • Follow communication “scripts” when handling different topics
  • Identify patients’ needs, clarify information as necessary, research every issue, and provide solutions or alternatives
  • Build sustainable relationships and engage customers by taking the extra mile
  • Meet personal/team qualitative and quantitative targets
  • Schedule appointments for patients for all NEMS clinics and various specialties and departments
  • Conduct updates of demographic data
  • Verify/update patient insurance and know corresponding clinic insurance acceptance
  • Submit PCP change request through EHR
  • Inform and refer patients to NEMS services and programs
  • Assist in outreach projects
  • Enter new customer information into the system
  • Update existing customer information as well as personal copy of staff directory to ensure accurate dispensing of information
  • Follow-up on customer calls when necessary
  • Check and execute patient portal messages daily
  • Perform other job duties as required by manager/supervisor
QUALIFICATIONS:
  • Completion of a high school certificate or equivalent
  • Ability to work in a fast pace environment, be able to multi-task
  • Prior customer service experience preferred
  • Prior experience in a healthcare setting preferred
  • Must be proficient in using computers
  • Must be able to work daytime shift with variable hours and some Saturdays in rotation.
  • Must be detail oriented
  • Ability to relate to patients in a professional and courteous manner, maintain a positive environment while working with coworkers and/or patients within a diverse culture
  • Providing great customer service to ensure that we are living up to NEMS vision and mission statement
LANGUAGE:
  • Must be able to fluently speak, read and write English
  • Fluent in Chinese (Cantonese and/or Mandarin), Vietnamese, Spanish and other languages may be required depending on location
  • Fluency in other languages is an asset
STATUS:
  • This is an FLSA Non-exempt position.
  • This is not an OSHA high-risk position.
NEMS is proud to be an Equal Opportunity Employer welcoming diversity in our workforce. Pursuant to the San Francisco Fair Chance Ordinance, we will consider for employment qualified applicants with arrest and conviction records.

NEMS BENEFITS: Competitive benefits, including free medical, dental and vision insurance for employee, spouse and/or children; and company contribution to 401(k).