Bilingual Call Center Representative (English-Spanish)

At DAP Health, we are committed to transforming lives and advancing health equity for all. As a leading nonprofit health care provider, we deliver compassionate, high-quality care to the diverse communities of the Coachella Valley and San Diego County. Our comprehensive services range from primary care to mental health, wellness programs, and beyond, with a focus on those who are most vulnerable. Joining our team means becoming part of a passionate, innovative organization dedicated to making a meaningful impact in the lives of those we serve. If you're looking for a dynamic and purpose-driven environment, we invite you to explore the opportunity to contribute to our mission.

Job Summary

Under the supervision of the Call Center Manager, the Call Center Representative is responsible for ensuring a positive and effective experience for every patient/client that contacts DAP Health's Centralized Call Center. The Call Center Representative answers calls in a timely manner, identifies and addresses the callers' needs; this requires strong communication skills, problem-solving abilities, and the ability to work efficiently in a fast-paced environment. Is expected to meet key performance measures related to abandoned call rate, wait time, call handling time and high-quality customer service. Additionally, must be patient, empathetic, and attentive to the caller's needs.

Supervisory Responsibilities: N/A

Essential Duties And Responsibilities

• Schedules patient appointments appropriately according to DAP Health's provider templates and protocols.
• Completes full patient registration, ensure questions related to UDS measures are complete.
• Verifies patient demographics when scheduling appointments.
• Runs, reviews, and demonstrates understanding of insurance eligibility.
• Effectively explain DAP Health's services to new and existing patients.
• Gathers information and relates that information efficiently and effectively to appropriate departments.
• Assists patient with information regarding FQHC Sliding Fee Scale and other programs, schedules patients with the appropriate departments for program enrollment as needed.
• Monitors and responds to website inquiries requesting new patient information.
• Monitors provider schedules to identify missed opportunities, ensures providers schedules are maximized.
• Acts as a patient liaison with other departments.
• Monitors and responds to department voicemails, patient portal messages, and afterhours messages.
• Seeks and supports changes in department workflows, suggests improvement and participates in call center huddles and team meetings.
• Maintains patient confidentiality as required by HIPAA in all day work.
• Schedules different types of appointment for patients, depending on their needs.
• Able to differentiate between clinical vs non-clinical telephone calls and direct clinical calls to a nurse or on call provider as needed.
• Answers all incoming calls within 3 rings and answers calls in a courteous and professional manner-following DAP telephone script.
• Provides all customers with consistent quality service.
• Works in a DAP Health Clinic as needed.
• Supports Quality initiative, completes recalls and patient calls as needed.
• Performs other duties, as assigned.
  
  

Qualifications

Minimum Qualifications (Education and Experience):

• Two years of experience (preferred) in medical front office operations - including but not limited to, registration process, use of medical terminology, medical insurance.
• Previous experience working with Electronic Health Records.
  
  

Knowledge, Skills, And Abilities

• Ability to maintain recognized medical industry standards of high quality, client-centered services that are HIPAA compliant.
• Proficiency in MS Office applications.
• Computer expertise in database input.
• Excellent and effective communication skills, both written and oral.
• Excellent customer service skills.
• Experience working with LGBTQ and homeless community, preferred.
• Bilingual in Spanish, Arabic preferred.
  
  

Working Environment, Physical And Mental Requirements

• Ability to lift 24 pounds.
• Operates in an office setting at times and requires frequent times of sitting, standing, repetitive motion and frequent phone calls/conversations.
• Employee does not perform or help in emergency medical care or first aid.