Patient Service Representative- Call Center

Impact Lives, Impact Community

Family Health Centers of San Diego (FHCSD) is passionate about providing exceptional health care to all, especially underserved communities with limited health care options. Founded by a Latina grandmother/community advocate over 50 years ago in Barrio Logan, FHCSD has grown into one of the largest community health systems in the country. With over 90 sites, over 227,000 patients, and over 1.1 million healthcare visits last year, we provide a wide variety of health care and outreach services to a very diverse patient population. We are proud of our mission, our lasting community impact, and the cultural and individual diversity of our staff.

Responsibilities:

• Answer inbound telephone calls in assisting patients needing information.
• Manage each call in a pleasant, professional, and helpful manner.
• Direct callers to the appropriate area in a timely fashion.
• Provide information requested and ensure caller has all the information necessary.
• Assist patients with scheduling appointments, rescheduling or canceling appointments, and completion of pre-registration items as necessary following patient appointment scheduling guidelines. Accurately document outcomes.
• Input all related information on calls received into the computer system accurately and timely.
• Seek assistance and direction on unusual circumstances and issues that may arise.
• Perform other duties as assigned.

Requirements:

• High school diploma or GED equivalent required
• Bilingual in Spanish/English highly preferred.
• 2 years customer service experience required.
• Minimum 6 months experience working in a Call Center preferred.
• Possess clear speaking voice and diction.
• Knowledge of medical terminology and/or medical front office procedures preferred.
• Demonstrated ability to multi-task, be flexible, ensure accuracy, and meet changing priorities in a fast-paced, high workload environment.
• Ability to work with a diverse group of people possessing different cultures, life experiences, and socioeconomic backgrounds.
• Ability to communicate effectively with callers who speak English as a second language.
• Intermediate written and verbal communication skills.
• Intermediate computer literacy (i.e., use computer system to manage and schedule appointments, access electronic medical record information, etc.).

More About Family Health Center:

FHCSD was founded by community activists working towards a common goal: caring, affordable, high-quality medical care for all. We are proud to continue this mission today as the nation's 8th largest FQHCs. We operate 57 sites across San Diego County, including 23 primary care clinics, 16 behavioral health facilities, eight dental clinics, an outpatient substance use treatment program, three vision clinics, physical therapy departments, two mobile counseling centers, three mobile medical units and a pharmacy to support services throughout San Diego County.

Our staff provides care to over 215,000 patients each year, of whom 91% are low income and 29% are uninsured. Also, as a Title X-funded provider of comprehensive sexual and reproductive health care, FHCSD provides Title X sexual and reproductive health care services to over 42,000 unique patients each year.

The breadth of our clinic locations, services and programs has grown over the last five decades, making us the largest community clinic provider of health care to the uninsured in the county and one of the top 10 largest community clinic organizations in the nation. We are also the largest health care safety-net provider, largest school-based health care provider and largest comprehensive HIV/AIDS services provider in the San Diego region.

In the spirit of pay transparency, we are excited to share the base range for this position, exclusive of fringe benefits.

If you are hired at Family Health Centers of San Diego, your final base salary compensation will be determined based on factors such as geographic location, jurisdictional requirements, skills, education, and/or experience. In addition to these factors - we believe in the importance of pay equity and consider internal equity of our current team members as a part of any final offer. Please keep in mind that the range mentioned above is what we reasonably expect to pay for the role. Hiring at the maximum of the range would not be typical in order to allow for future and continued salary growth. We also offer a generous compensation and benefits package (more information on our benefits offerings is available here: FHCSD Wellness - Employee Hub (gobenefits.net)