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Call Center- Access Operations Associate - 9795_1266

Power Personnel Newark ,CA
  • Expired: 8 days ago. Applications are no longer accepted.
Job Description

The Access Operations Associate handles a high volume of calls, outbound calls, faxes and other communication with patients, providers, clinic staff and others needing to access health care services at one or multiple SHC departments/clinics.

The functions performed by employees in this job family will vary by level or the area(s) to which assigned, but may include (and not be limited to) the following:
  • Responds to a high-volume of incoming and outgoing telephone calls and faxed referrals
  • Assists patients in registering, scheduling, changing, and canceling appointments across multiple departments/specialties
  • Delivers expert knowledge regarding clinic-specific processes
  • Accurately documents and routes calls to the proper department
  • Identifies urgent customer needs or operational issues, and escalates appropriately
  • Efficiently navigates medical records and ensures patient information is up-to-date and accurately entered in the correct location
  • Obtains insurance authorization as necessary and communicate status to patients
  • Coordinates outpatient appointments and conjunctive services
  • Assists community physicians requesting to consult with SHC physicians
  • Provides care coordination when appropriate to ensure patient needs are met and to ensure clinic and medical protocols are followed
  • Educates patients on providing medical records and other medical documentation needed for SHC appointments
  • Communicates with patients and referring providers regarding insurance authorizations (including approvals and denials) and request required clinical documentation when necessary
  • Meets all regulatory and compliance standards
  • Delivers high-level of customer service
  • Follows documented protocols and guidelines
  • Meets and exceeds departmental quality assurance standards
  • Uses reference documents and online knowledgebase tools to clearly articulate accurate information regarding SHC services
  • Uses functionality of the telephone system as required

Minimum Qualifications
  • High school diploma or GED equivalent

  • Two (2) years of progressively responsible and directly related work experience in a healthcare setting, preferably in a call center environment

  • None
Knowledge, Skills and Abilities
  • Type 40 words per minute
  • Intermediate computer skills (Windows, Excel, and Word)
  • Good communication, customer service, interpersonal skills and cross-cultural competency.
  • Knowledge of medical terminology
  • Demonstrated knowledge of proper English grammar in speaking and writing
  • Effectively listen to resolve patient' s/customers inquiries
  • Maintain respect and composure in stressful situations
  • Navigate complex software tools and accurately input data
  • Effectively document caller notes into the medical record
  • Ability to adjust communication to fit the needs and level of understanding of the receiver
  • Ability to apply business logic to resolve patient/customer issues while managing multiple priorities
  • Ability to foster relationships, build trust with providers, nurses, staff, and patients and to work in a collegial team environment
  • Ability to plan, prioritize, and organize work independently with attention to detail
  • Ability to foster relationships, build trust with providers, nurses, staff, and patients and to work in a collegial team environment

Power Personnel


Newark, CA