Call Center Agent

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.

This is a remote position with required 18 on-site work days a year. Monday though Friday 8:45am-5:15pm.

The Call Center Agent provides excellent customer service to both external and internal clients, answer high volume of calls, schedule medical, dental, and behavioral health appointments, provide support to clinic, direct phone inquiries to appropriate departments, and provide program information to all callers.  They answer 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 as indicated in call center guidelines. Maintains average call volume as indicated in call center guidelines.

Monitors incoming calls and works with Call Center Manager to minimize abandoned call rates. 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.

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 as indicated in call center guidelines. Maintains average call volume as indicated in call center guidelines. Monitors incoming calls and works with Call Center Manager to minimize abandoned call rates. 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.

We work in-clinic on the First Wednesday of every month for an all staff meeting and we also work in-clinic on the 3rd Wednesday of every other month for team building with Access Coordinators and Dental Team.  

Position Requirements:

High School Diploma or GED equivalent  
Strong organizational, interpersonal, listening, speaking and written communication skills

• Exhibits a professional demeanor, and can discreetly handle sensitive and confidential information and ability to work under pressure
  Ability to assist callers in an approachable and welcoming manner
  Ability to work effectively with all levels and types of employees, management, clients and guests
  Ability to work cooperatively and effectively as part of a team
  Ability to multi-task and work well independently and under pressure in a fast-paced environment; detail-oriented
  Strong proficiency with Microsoft Office applications (Excel, Outlook and Word), specifically Word Outlook and internet applications

Desired:
• 2 years’ experience working in a medical setting (or call center), preferably in a community clinic with medical experience 
• Familiarity with other community agencies in the Bay Area to make appropriate referrals
• Understanding of harm reduction philosophy and ability to provide non-judgmental, client-centered services
• Bilingual language capacity (Spanish/English)