Call Center Representative

The Call Center Representative answers all incoming calls from the main clinic phone line and routes calls to the appropriate department or employee. Schedules patient appointments for all departments, locations, and providers at appropriate clinic locations with appropriate providers as part of the Patient Services team.

This position is full-time with a schedule of Monday through Friday 8am to 5pm, with occasional weekend hours for a rotating Saturday morning shift (Saturday 8am-12pm) approximately 2-5 times per year.  This position is on-site (not remote) in Tustin, CA. 

All Call Center Representatives must be bilingual in Spanish and English.  

The best candidate for this position:

• is bilingual in Spanish with strong verbal and written communication skills
• has previous successful experience working in a busy call center or telephone based customer service (100+ calls per day)
• has basic typing, telephone technical, and computer skills (Microsoft Word, Outlook, and Excel). Knowledge of EMR (Electronic Medical Records) systems is a plus.
• knowledge of referrals, health insurance, or patient services is preferred but not required
• has a positive, patient, and professional demeanor at all times to coworkers and patients
• is dependable, self-motivated, proactive, and a team player
• is able to commit to a schedule of Monday-Friday 8am-5pm

What You'll Do: 

Job Responsibilities & Duties

• Schedules patient appointments for medical, dental, mental health, chiropractic and optometry visits.
• Maintains a thorough knowledge of appointment policies and procedures to ensure appointments are scheduled accurately to provide a positive experience for all patients.
• Routes calls to appropriate staff in a timely and efficient manner.
• Participates in staff and educational meetings.
• Maintains confidentiality of all telephone calls and messages as appropriate.
• Receives faxed documents, and distributes to appropriate staff.
• Routes or replies to messages left in clinic voice message queue.
• Reroutes telephone messages and enters all requests directly into EMR and sends to appropriate staff.
• Maintains the highest level of professionalism when answering telephone calls as HFHC “Ambassador”.

What You'll Bring:

Minimum Qualifications

• High School Diploma 
• 6 months - 1 year of call center or medical receptionist experience. Community Clinic setting experience is preferred but not required
• Bilingual in Spanish and English with comprehension of medical terms in both languages.
• A pleasant personality to people you are speaking to on the telephone, visitors, and company personnel.
• Ability to receive instruction and multi-task while working in a fast-paced environment.
• Excellent written, interpersonal and verbal communication skills.
• Demonstrated “detail-approach” to administration and organization.
• Proficiency in Microsoft Windows and Office (Word, Excel, Outlook, PowerPoint, Internet Explorer).
• Ability to recognize and maintain confidentiality of information as appropriate.