CALL CENTER REPRESENTATIVE I

The Call Center Representative I, will be responsible for assisting the team in answering and routing a high volume of calls a day to appropriate recipients. Additionally, they are responsible for assisting patients in scheduling appointments, screening, referring eligible patients to NEMS’ participating programs, and answering patients’ inquiries.

ESSENTIAL JOB FUNCTIONS:

• Answers and routes incoming calls, including the provider line, through Cisco telephone system to appropriate resources while adhering to NEMS’ telephone etiquette standards
• Manages large amounts of inbound and outbound calls in a timely manner
• Follows communication “scripts” when handling different topics
• Identifies patients’ needs, clarifies information as necessary, researches every issue, and provides solutions or alternatives
• Builds sustainable relationships and engages customers by going  the extra mile
• Meets personal/team qualitative and quantitative targets
• Schedules appointments for patients for all NEMS clinics and various specialties and departments
• Conducts updates of demographic data for current and new patients
• Verifies/updates patient insurance and knows corresponding clinic insurance acceptance
• Submits PCP change request through EHR
• Informs and refers patients to NEMS services and programs
• Assists in outreach projects
• Enters new customer information into the system
• Follows-up on customer calls when necessary
• Checks and executes patient portal messages daily
• Occasional travel to other sites as needed
• Performs other job duties as required by manager/supervisor

QUALIFICATIONS:

• Completion of a high school certificate or equivalent required
• Ability to work in a fast-paced environment, be able to multi-task
• Must have basic computer knowledge i.e. Microsoft Office Suite
• Must be able to work variable hours and Saturdays in rotation
• Must be detail oriented
• Prior customer service experience preferred
• Prior experience in a healthcare setting preferred
• Ability to relate to patients in a professional and courteous manner, maintain a positive environment while working with coworkers and/or patients within a diverse culture
• Provides great customer service to ensure that we are living up to NEMS vision and mission statement

LANGUAGE:

• Must be able to fluently speak, read and write English
• Fluency in Chinese (Cantonese and/or Mandarin) required
• Fluency in other languages is an asset

STATUS:

• This is an FLSA Non-exempt position.
• This is not an OSHA high-risk position.
• This is a Full Time, Temp Position (6 Months)

NEMS is proud to be an Equal Opportunity Employer welcoming diversity in our workforce. Pursuant to the San Francisco Fair Chance Ordinance, we will consider for employment qualified applicants with arrest and conviction records.

NEMS BENEFITS: Competitive benefits, including free medical, dental and vision insurance for employee, spouse and/or children; and company contribution to 401(k).