Call Center Representative - La Clinica : Job Details

Call Center Representative

Center for Learning and Innovation

Full-Time | Hourly

We're committed to compassionate care for all. Our patients. Our employees. You.

At La Clinica, we love our patients and enthusiastically treat them with the same care, respect, and dignity that we would our friends, family, and neighbors because that's who they are. If this appeals to you, La Clinica might be the right place to build your career. We're looking for the right team members to treat our patients with this level of care.

We extend our commitment to compassionate care to our employees as well. We invest in our employees' lives through competitive pay, comprehensive benefits packages, easy access to wellness, personal and professional development workshops, and a focus on healthy work-life harmony. Check out our careers page to learn more about why our employees love working at La Clinica.

This positions answers telephone call inquires, schedules patient appointments and promotes an organization's services.

Responsibilities include:

* Responds to all calls in a courteous and professional manner, ensuring that all incoming calls are answered within 40 seconds

* Works with team lead and coordinator to ensure that no more than 4% of calls are abandoned.

* Masters customer call protocols, including, but not limited to; screening calls, routing calls appropriately, scheduling appointments, canceling appointments, making outgoing calls and taking messages

* Performs a warm hand off whenever possible while transferring a patient to another person.

* Works independently to complete administrative projects as assigned by their team lead or call center coordinator

* Responds to emergency calls in accordance with customer call protocols

* Notifies team lead or coordinator of all phone system problems in a timely manner and maintains appropriate logs recording all system failures and problems

* Responsible for following workflows that result in capturing activities to meet patient engagement standards as outlined in the APCM program

* Responsible for outreach efforts to ensure continuation of OHP eligibility and engagement in La Clinica services

* Other duties as assigned

Education and/or Experience:

* Minimum: High School Diploma or GED

* Zero to two years related experience and/or training; or equivalent combination of education and experience in field.

* Excellent interpersonal communication and problem-solving skills

* Skills to intervene and promote reconciliation, compromise and positive outcomes in difficult interactions

* Bilingual/Bi-literate skills in English/Spanish required

Benefits Include the Potential for the Following:

* Medical, Dental, and Vision Insurance

* Voluntary Accident, Short Term Disability, and Critical Illness Insurance

* 403(b) Retirement Savings Plan with Available Company Match

* Organization Paid Standard Life Insurance

* Flexible Spending Accounts (FSA) and Health Savings Account (HSA)]

* Learning Well workshops

Equity Statement:

At La Clinica, we commit to engage everyone in a welcoming, respectful, and loving way and to maintain the dignity and value of all people above everything else. These standards align with our organization's vision of absolute excellence, open-hearted community, and well-being for all.

For more information, please visit our website at:

Applications will be reviewed by the appropriate Department for interview; those selected must be able to provide proof of legal right to work in this country. La Clinica is a drug free work environment. Equal Opportunity Employer. La Clinica complies with the Americans with Disabilities Act. If you consider yourself disabled and desire assistance in the application process, please contact the Human Resources Department.