SAC Analyst managing customer complaints and inquiries for Caixa Residencial. Collaborating with internal teams to ensure quality and resolution of issues.
About the role
- Temporary Contact Center Agent handling inbound calls for patient care coordination at Clinica Sierra Vista. Providing outstanding service while meeting departments performance standards in Bakersfield, CA.
Responsibilities
- The Contact Center Agent I is responsible for facilitating the completion of the patient care coordination in multiple areas supporting Providers, Nursing, Medical Assistants, Front Desk and handling inbound calls for health centers(s).
- The Contact Center Manager or Supervisor will directly assign and manage this position in alignment with operations and Clinical groups.
- The emphasis of this role is to expedite incoming calls working towards first call resolution and related processes.
- Actively supports and participates in quality improvement to ensure efficiency, accuracy and facilitate patient access to care.
- This position provides outstanding service while meeting or exceeding departments performance standards.
- As a contact center agent, you will be supporting our patients as a first point of contact and resolving needs concerning their care.
- Promptly answers inbound calls, greeting callers, identifying self and the agency, and helping provide quality customer service on every interaction.
- Probes for proper calling routing and completes call routing to ensure patient reaches intended destination.
- Serves as an operator for Clinica Sierra Vista inbound and outgoing calls and ensures the patient is transferred or referred to the correct department.
- Schedules/reschedules appointments. Answers phone in appropriate manner. Probes for all required patient/customer information, including demographic and appointment needs.
- Pre-screens for ability to meet financial obligations of visit cheeks for eligibility to appropriate special funded programs.
- Pre-registers patients to include entry of all demographic information. Communicates financial requirements to patient such as co-pay so ensure that patient is prepared.
- Verify insurance eligibility as allowed. Follows-up with patients, to include upcoming appointments, re-scheduled appointments, and resolution of patient’s inquiry.
- Participates in Quality Improvement activities and training programs as required and/or appropriate. Maintains confidentiality of all patient information received verbally, electronically or in writing.
- Must be willing and able to change work shifts to meet patient and departmental needs. Ensures specialty reports are tasked as appropriate for review. Contacts/expedites connection with language line as directed.
- Identifies patient needs to ensure the patient is provided complete and accurate information regarding their care Processes required transactions via mainframe or web-based applications. Maintains a thorough knowledge of the company and patient programs, policies, and technology. Performs other work-related duties as required.
Requirements
- High school diploma or completion of General Equivalency Degree (GED)
- Must be computer proficient and able to appropriately utilize an HER/EPM system
- Able to type a minimum of 25 WPM and 10-Key
- Excellent customer service skills
- Good communication skills: ability to speak clearly, concisely and respectfully over the telephone.
- CA driver’s license and clean driving record.
- Must adhere to Clinica Sierra Vista’s employee health/immunization requirements or provide a valid exemption request for subsequent approval.
Benefits
- Competitive pay which matches your abilities and experience
- Health coverage for you and your family
- Generous number of vacation days per year
- A robust wellness plan and health club discounts
- Continuing education assistance to grow and further your talents
- 403(B) plan with company matching
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