Call Center

  • Location
    Grass Valley, California
  • Job type
    Contract/Temp to Hire
  • Salary
  • Category
    Call Center & Customer Service - Customer Service

Adecco is currently assisting a local client in their search for a Call Center Representative in the Grass Valley area. The primary function of the Call Center Representative (CCR) is to answer all incoming calls for both the Medical and Optometry departments with the emphasis on addressing the caller¿s needs. This could include scheduling appointments, routing for Rx refills, answering questions about services, checking eligibility, sending messages to clinical teams, and forwarding calls for further triage. The CCR serves as liaison between clinical teams and other staff, other agencies, and patients via the phone with an emphasis on team-based care. If you feel you have the qualifications listed below, please click on Apply now!

RESPONSIBILITIES for the Call Center Representative include but are not limited to the following:
- Patient Scheduling
-Accurately schedule patients ensuring that schedule reflects appropriate clinician and effective use of clinical hours.
-Monitor no-shows/cancellations for available slots where same day appointments can be scheduled.
-Remove the day¿s cancellations from the computer if patients call to cancel.
-Confirm next day appointments addressing appointment time, insurance, and Medi-Cal eligibility.
- Phones
-Answer telephones, handling calls as needed and taking messages when appropriate.
-Greet patients in a prompt, courteous, and helpful manner.
-Maintain appropriate boundaries concerning medical advice and patient triage.
- Other Duties
-Communicate frequently with the clinical team regarding patient requests, scheduling issues or other aspects of duties.
-Effectively maintain and protect the confidentiality of all medical records and patient information.
-Enter all demographic changes as indicated by patient into the system accurately.
-Attend seminars and trainings to maintain current knowledge of processes and systems.
-Keep work areas tidy.
-Perform other duties as assigned.
-Maintain compliance with all state and federal laws and regulations, as they pertain to position including; HIPAA, Scope of Practice, Accreditation Standards, OSHA and the Agency¿s Policies & Procedures.
- Customer Service
-Improve the patient experience by:
-Minimizing patient telephone hold times
-Addressing callers needs immediately when possible
-Being committed to providing high quality comprehensive care and strive to continually improve.
-Striving to treat patients and each other with respect, courtesy and compassion.
-Believing that it is everyone's responsibility to identify problems, take ownership and contribute to solutions.
-Promoting teamwork and cooperation to create an environment that maximizes efficiency and satisfaction.
Call Center Representative candidates must meet the following requirements for consideration:
-High school diploma required or equivalent
-Experience in high volume calls. Medical office experience preferred.
-Average proficiency using a computer to accomplish work.
-High level of skill in maintaining calm, professional, courteous and helpful demeanor in times of stress.
-Ability to prioritize work and complete it on a timely basis with minimal supervision.
-Ability to deal with change and seek out opportunities to effect change to promote patient care.
-Strong customer service approach to problem solving situations.
-Basic knowledge of medical terminology.
-Ability to read, write, understand and spell English and medical terminology correctly.
-Excellent people skills and customer service orientation.
-Knowledge of the client processes (preferred), including ability to check status and answer questions regarding:
-Patient Referrals
-Completion of eyeglasses
-Changing primary care providers
-Submitting complaints or feedback
-Eligibility for services, including CHS
-Obtaining after hours¿ care
-Insurance plans accepted and acceptable proof of Indian Verification

Adecco provides on of the most inconclusive benefits packages in the industry to their contract workers.

Please apply now to be considered for this position or any other Call Center Representative related job opportunities with Adecco.

  • Apply with Adecco

Reference number US_EN_99_025096_11867892