CALL CENTER OPERATOR - Axis Community Health : Job Details

Company Description:

Axis Community Health, a nonprofit established in 1972, provides comprehensive healthcare services to over 15,000 individuals across all age groups in the Tri-Valley area. The mission of Axis Community Health is to provide quality, affordable, accessible and compassionate health care services that promote the well-being of all members of the community.

Our mission is rooted in delivering high-quality patient care, encompassing primary healthcare, mental health support, and dental services. We are committed to ensuring equitable access to essential healthcare services for every member of our community, irrespective of financial status, language proficiency, sexual orientation, cultural background, living situation, or insurance coverage.

Job Summary:

The main responsibilities of a Call Center Operator include transferring and redirecting phone calls, checking patient insurance eligibility, and collaborating with medical staff to ensure efficient patient services. It is crucial to have complete knowledge of clinic operations and procedures and to provide outstanding customer service to maintain a positive image for Axis Community Health.

Qualifications:

* High School Diploma or equivalent.

* Minimum one (1) year experience with medical office duties.

* Appointment scheduling skills a plus.

* Excellent telephone etiquette.

* Proven ability to build relationships with patients and staff; must be service oriented.

* An optimistic personality that sees opportunities, not just problems.

* Proficient in medical terminology.

* Knowledge in OCHIN Epic a plus.

* Experience with alpha/numerical filing.

* Bilingual fluency in Spanish, Farsi, Hindi, or Mandarin Chinese highly preferred.

* Excellent time management skills to meet goals and objectives.

* Process and deadline driven.

* Ability to multi-task effectively.

* Able to conduct yourself and answer patient inquiries in a courteous and professional manner.

* Strong analytical, employee relations, and interpersonal skills.

* Excellent writing, business communication, editing, and proofreading skills.

* Ability to interact effectively and in a supportive manner with persons of all backgrounds.

* Proactive, self-motivated and able to work independently in a fast-paced environment as well as on a team with the ability to exercise sound independent judgment.

* Ability to maintain a high level of confidentiality and a professional demeanor and must positively represent the organization at all times.

* Ability to establish and maintain positive and professional working relationships.

* Ability to organize and set priorities and be able to adjust priorities quickly as circumstances dictate.

* Must be able to be at work regularly and on time.

* Must be a dynamic self-starter with demonstrated ability to work independently or in a group setting.

* A can-do attitude with attention to detail.

* Ability to type a minimum of 35 WPM with minimal errors.

* Must have good computer skills using Microsoft Office and the ability to use Axis departmental systems.

* Must be able to use office equipment (i.e. copier, fax, etc.).

Essential Duties/Responsibilities

* Transfer and redirect phone calls to appropriate staff and departments.

* Check patient insurance eligibility.

* Have complete knowledge and understanding of clinic operations and procedures.

* Collaborate with medical records, nurse and clinical staff to efficiently handle patient services.

* Provide outstanding customer service to clients and to ensure a positive image for Axis Community Health.

* Participate in staff meetings, and attend other meetings and training events as assigned.

* May be required to perform other related duties, responsibilities, and special projects as assigned.

Benefits:

* Employer paid health, dental, and vision benefits to the employee.

* Option to participate in a 403(B) retirement plan with employer matching contribution.

* Partial educational reimbursement.

* 12 paid holidays.

* Accrued paid time off with each pay period.

* Employee discount programs.

Connect with Axis:

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Physical, Cognitive, and Environmental Working Conditions:

Work is normally performed in a typical clinic office work environment (and, in some cases, telecommuting sites). The physical demands described here are representative of those that must be met by an employee to perform the essential functions of this job successfully. Reasonable accommodations can be made to enable individuals with disabilities to perform the essential functions of this position if the accommodation request does not cause an undue hardship.

Physical: Occasionally required to carry/lift/push/pull/move up to 20lbs. Frequently required to perform moderately difficult manipulative tasks such as typing, writing, reaching over the shoulder, reaching over the head, reaching outward, sitting, walking on various surfaces, standing, and bending. Occasional travel to other Axis health centers and other occasional travel will be required.

Equipment: Frequently required to use repetitive motion of hands and feet to operate a computer keyboard, telephone, copier, and other office equipment for extended periods.

Sensory: Frequently required to read documents, written reports, and signage. Must be able to distinguish normal sounds with some background noise, as in answering the phone, interacting with staff etc. Must be able to speak clearly, understand normal communication, and be understood.

Cognitive: Must be able to analyze the information being received, count accurately, concentrate and focus on the given task, summarize the information being received, accurately interpret written data, synthesize information from multiple sources, write summaries as needed, interpret written or verbal instructions, and recognize social or professional behavioral cues.

Environmental Conditions: Frequent exposure to varied office (medical clinic/office) environments. Rare exposure to dust and loud noises.

EQUAL EMPLOYMENT OPPORTUNITY

Axis Community Health is committed to creating a diverse work environment and is proud to be an equal opportunity employer. All qualified applicants and employees will receive consideration for employment without regard to race, color, religion, gender, sexual orientation, gender identity or expression, national origin, age, disability, genetic information, marital status, or status as a covered veteran in accordance with applicable federal, state and local laws. If you are an individual with a disability and require a reasonable accommodation, please contact [email protected] for assistance.

Disclaimer: This job post is not necessarily an exhaustive list of all essential responsibilities, skills, tasks, or requirements associated with this position. While this is intended to be an accurate reflection of the position posted, Axis Community Health reserves the right to modify or change the requirements of the job based on business necessity.

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