Position Summary:
The Call Center representative works in a high volume, fast-paced inbound call center and is responsible for providing an excellent customer service experience to our patients, demonstrating a high level of commitment to SYHealth’s mission and core values. SYHealth’s Call Center is the central communications hub for our network of primary care and specialty clinics, responsible for handling appointment related requests, helping patients navigate our health system and routing calls to the appropriate departments, as well as providing information on the services available at SYHealth.

Essential Functions of the Job:

Answering phones to respond to inquiries made by patients, vendors, insurance companies and other medical facilities. Must be able to handle 60-80 incoming calls per day.
Efficiently and actively provides excellent customer service by properly greeting, listening, assisting, directing, and closing each call.
Re-scheduling patient appointments as required via telephone calls, SMS or messages received thru our Patient Portal
Screening and routing patient calls to other departments efficiently, insuring accurate registration, appointment scheduling and follow-up appointment scheduling in EMR
Taking clear and accurate messages on behalf of patients when completing an internal communication template.
Responding to patient’s questions and needs by editing, canceling, and re-scheduling appointments as necessary according to clinic protocols.
Maintains a good working relationship and effective communication both within the department and with other departments for the benefit of the patient.
Demonstrates knowledge and understanding of SYHealth programs and services.
Adheres to current department productivity and quality assurance requirements.
Other duties as assigned.

Additional Duties and Responsibilities:

Follows established departmental policies and procedures, objectives, quality assurance program, safety, environmental and infection control standards.
Enhances professional growth and development through participation in educational programs, in-service meetings, and workshops.
Attends meetings as required and participates in committees as directed.

Job Requirements

Experience Required:

1 year of experience in customer service, call center or in a healthcare setting. Or successful completion of an externship program with San Ysidro Health.

Education Required:

High School Diploma or GED equivalent

Minimum Qualifications and Requirements:

English fluency in both Spoken and Written language
Exceptional phone manner
Excellent interpersonal and communication skills.
Ability to type 35 wpm with 90% accuracy.
Must be flexible, organized, and function well under pressure.
Ability to apply knowledge of office procedures and carry out tasks accordingly.
Multitasking capacity

Highly Preferred Skills:

Experience using an Electronic Health Record system, EPIC preferred.
Medical Terminology
Fluent in either Spanish, Arabic or Tagalog

Technical Knowledge and Skills Required to Perform the Job:
Working knowledge of Microsoft Windows OS, MS-Office, telephone devices and voice mail.

Equipment Used:
PC systems and peripherals, multi-key telephone devices, centralized telephone console and other office equipment as applicable

Working Conditions and Physical Requirements:
Prolonged periods of sitting, keyboarding, and use of computer mouse. Push/pull up to 10 lbs. Normal business hours, evenings, and weekends. (Holiday schedule determined by administration).

Universal Requirements:
Pre-employment requirements include I-9, physical, positive background and reference check results, complete application, new hire orientation, pre-employment PPDs. Compliance with all mandated vaccinations and all boosters is a term and condition of employment.

San Ysidro Health

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