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Outside In operates under a harm reduction-model and serves as a primary care home to a diverse population of clients including, but not limited to, those who are underserved, marginalized, low income, and experiencing homelessness. The Clinic Call Center Specialist is essential to our multi-disciplinary medical team.  The Clinic Call Center Specialist manages a multi-line telephone and online communication for our Downtown and East medical clinics.  This role also provides reception and appointment scheduling, conducts new patient registration including our patient education and orientation process, and assists with insurance (Oregon Health Plan) navigation.  Bilingual Spanish & English is a requirement of this position.

This is a full-time position with benefits and is union-represented. Union membership is required.

Essential Duties

Call Center Coordination

• Assist with training of Call Center staff;

• Be an engaged team member of a Patient Centered Primary Care Medical Home care team;

• Coordinate with back clinic staff to ensure accurate scheduling of appointments;

• Answer phone calls and assist with phone system;

Patient/Customer service

• Maintain an environment conducive to patient comfort and confidentiality;

• Oversee patient communication and reception within our Call Center department;

• Assist patients with registration process and Mychart navigation;

• Provide referrals for clients to various community agencies as needed;

• Verify insurance eligibility, benefits and copayments;

• Screen qualified patients with applying for health insurance benefits through the Oregon Health Plan;

Care Coordination

• Conduct health maintenance outreach calls;

• Assist providers and back clinic staff with patient follow-up and care coordination;

Medical Information Management

• Promote accuracy, and efficiency in scheduling process;

• Daily data entry and troubleshooting of patient registration using EMR;

• Participate in process improvement projects that pertain to role;

• Meet personal/team qualitative and quantitative targets;

Technical Requirements:

• Microsoft Office Suite (Word, Excel, Outlook)

• Windows Server

• Electronic Health Record systems  preferred (EPIC)

Qualifications and Education Requirements

• Bilingual spoken/written English/Spanish.  Must pass language test with a score of Advanced-Low or higher.

• Training or experience as a medical interpreter/translator.  If don’t have the qualification, you have the option of taking course training with a language test score of Advanced-Mid or higher needed later on.

• Ability to handle crises & multiple tasks in high call volume environment.

• Excellent communication skills.

• Strong reception and administrative skills with high accuracy and attention to detail.

• Able to work with people from diverse ethnic, cultural, gender, socioeconomic, and sexual preference backgrounds.

• Able to work both independently and as a member of a team.

• Medical office or medical terminology background , preferred

• Medical Interpreter experience , preferred

• Call Center Experience, preferred

Working Conditions

This job is located in a standard medical office environment at our Downtown Portland Clinic located at 1132 SW 13th Ave Portland, OR 97205 and our East Portland Clinic located at 16144 E Burnside Portland, OR 97233.

Physical Requirements While performing the duties of this job, the employee is regularly required to sit and talk or hear for extended periods of time. The employee frequently is required to use hands and fingers to type, answer phones and forward calls. The employee is occasionally required to stand and walk. The employee must frequently lift and/or move up to 20 pounds.

Benefits at Outside In: Benefits include generous paid time off (starting at 18 days plus 13 holidays), employer-paid medical, dental, and vision coverage, and a 403(b) retirement plan with employer contributions. Employees also receive an employer-provided HRA, FSA options, fully paid life and disability insurance, an employee assistance program for their household, and pre-tax commuter benefits. Employees are eligible for a sabbatical after 5 years of service, with additional sabbaticals every 3 years thereafter. This role is eligible for Public Service Loan Forgiveness (PSLF).