Call Center Representative - Victorville Admin

PPOSBC has a full-time opportunity for a Call Center Representative in Orange, CA. 

Schedule: Mon-Fri (8:30am-5:00pm) & every other Sat or Sun (7:30am-4:00pm).

The purpose of this position is to provide excellent customer service to both external and internal clients, by answering calls from the call center appointment line and making patient appointments in the practice management system.

At PPOSBC, we understand the importance of a well-rounded benefits program and are dedicated to providing you with unique benefits that meet the needs of you and your family. We are proud to offer a range of plans that help protect you in the case of illness or injury including:

• A competitive benefits package including medical, dental, and vision coverage for you and eligible dependents, life insurance, and long term disability. 
• Benefits coverage starts after one full month of employment!
• Generous vacation, sick, and holiday benefits!
• Generous 401(k) matching contributions and more!
• To view our detailed benefits guide, please visit our career site at www.pposbccareers.org

Essential Functions:  Essential functions encompass the required tasks, duties and responsibilities performed as part of the job and the reason the job exists.

• As first point of contact for PPOSBC patients, must be courteous and professional at all times.
• Answer telephone calls efficiently and appropriately.
• Be well versed on PPOSBC health services and answer relevant questions about PPOSBC health centers and health services.
• Schedule patient appointments according to PPOSBC guidelines, using PPOSBC’s computer-based appointment schedule.
• Provide callers/patients with appropriate resources as necessary.
• Must be able to understand and communicate information on payment for health services, including self-pay, private insurance and state benefits such as Family PACT and Medi-Cal.
• Responsible for calling insurance companies to verify benefits & eligibility.
• Must adhere to PPOSBC scripts and protocols.
• Must follow laws and PPOSBC guidelines relating to patient confidentiality as well as reproductive health of minors.
• Comply with safety procedures, including emergency procedures.

Non-Essential Functions:

• Other duties as assigned

CORE COMPETENCIES – WE CARE:

• Welcoming: Anticipates customer requirements and gives high priority to customer satisfaction and service.  Handles problems quickly and efficiently.  Maintains a pleasant, positive and professional approach. Embraces opportunities to help team members, stakeholders, and other departments.
• Equitable:Creating equitable access and opportunity for all through education, practicing inclusive behavior, elevating others’ voices, creating spaces for honest conversation, and listening without judgment.  Values and uplifts our collective diversity within in our agency.
• Confidential: Respects the information shared by our patients, employees, and vendors and maintains appropriate confidentiality.  Follows all policies and laws that protect private & privileged information.
• Accessible: Is available and approachable to others, open-minded, fair and non-defensive.  Appreciates constructive feedback and is a team player.  Demonstrates good listening skills.
• Respectful:  Values diversity and treats everyone with dignity and courtesy.  Dependable and courteous of other people’s time and commitments.
• Empathetic: Demonstrates interest and understanding in other people’s feelings, attitudes and reasoning.  Maintains an open and non-judgmental demeanor that is patient, flexible, and understanding.

Minimum Education:

• High school diploma or equivalent required.

Minimum Work Experience:

• Online appointment preferred.
• Medical insurance authorization preferred.
• One (1) year proven customer service experience / health care background preferred.

Language Requirements/Preference:

• Bilingual Spanish preferred. Some positions require bilingual skills (reading, writing, and speaking). If required, candidate will be tested for proficiency prior to offer.

Agency Standard Requirements:

• Strong commitment to quality healthcare and excellent customer service is required.
• Must thrive in a fast paced, rigorous environment with changing priorities.
• Ability to meet deadlines and work under pressure.
• Must demonstrate high level computer skills including; Microsoft Word, Excel and Outlook. Electronic medical records experience may also be required.