MA-Call Center

Job title

Medical Assistant Call Center Representative

Reports to

Call Center Supervisor

Department:

Medical

Status:

Non-exempt

The Organization

Operation Samahan (OpSam Health) is a Federally Qualified Health Center (FQHC) that serves the San Diego County community. It was founded in 1973 in a barber shop in Downtown San Diego by Filipino health professionals offering services to immigrants who did not have the finances, linguistic skills, or ability to navigate the health care system. Today, Operation Samahan has evolved into a diverse community health center with services available in National City, Mira Mesa, City Heights, and Rancho Penasquitos. We provide primary care, dental, behavioral health, family planning, integrative health and wellness, healthy eating, civic engagement, and other health-related services to the uninsured, underinsured, and underserved families of all income levels, regardless of their ability to pay.

JOB PURPOSE

The Medical Assistant - Call Center Representative is responsible for providing exemplary customer service to patients and staff through telephone communication, while utilizing their medical knowledge and skills to ensure efficient and effective patient care coordination. They perform a range of duties typical of a call center representative, but with a focus on medical terminology, patient care processes, and healthcare regulations.

ESSENTIAL DUTIES AND RESPONSIBILITIES

• Answer incoming calls, route callers, take messages, and provide routine medical information to patients or staff.
• Identify urgent calls and escalate to RN Triage Nurse as necessary.

• Schedule hospital and ER follow up appointments and disperses messages from the call center.

• Provide prompt, accurate, concise, and courteous patient-centered care to all patients.
• Provide quality service at every encounter.
• Assign unassigned patients to Primary Care Physician (PCP) educating them on the importance of continuity of care in using PCP model.
• Through strong Medical Assisting skills and experience, determine patient’s level of understanding of care and assist with navigating the health center’s services.
• Engage in one call resolution model.
• Keep patient wait time under five minutes.
• Provide patients with information regarding services, charges, routine treatment procedures.
• Use sound judgment in handling calls, especially with upset patients.
• Assist with new patient registration, new appointment scheduling and verify insurance eligibility.

• Engage with patients via the telephone utilizing the call center workflow to provide effective, quality patient care.

• Schedule appointments for patients with complex health concerns and multiple appointments.
• Actively educate patients on the importance for follow-up care and schedule accordingly.
• Register and schedule appointments for new patients establishing care.
• Attend staff meetings and in-services or complete make-up assignments.
• Follow OPSAM Health policies and procedures to ensure positive patient outcomes.
• Perform other duties as assigned.

QUALIFICATIONS

• Working knowledge of medical insurance contracts, patient benefits, and third-party requirements.
• Proficiency in Windows and Microsoft applications, including Word, Excel, PowerPoint, and Outlook.
• High level of organizational skills with the ability to multitask and prioritize effectively.
• Ability to develop and maintain positive interpersonal relationships with patients, medical providers, and staff.
• Effective verbal and written communication skills, especially in conveying medical terminology and concepts.
• Ability to adapt to changing tasks and priorities without loss of efficiency or composure.
• Capability to work under stress when faced with critical or urgent medical situations.
• Demonstrated ability to follow instructions explicitly and exercise analytical thinking.
• Bilingual proficiency in English/Spanish or English/Tagalog preferred.

Requirements

• A Medical Assistant diploma from an approved course is required.
• High School Graduate (or GED equivalent) required.
• Minimum of one year of experience in a healthcare setting, preferably in a front office or customer service role.

Experience/Specialized skills (including Language)

• At least 1 year of experience in ambulatory care setting or similar setting is highly desirable.
• Bilingual in English/ Spanish may be required.
• Ability to display cultural sensitivity and respect to ethnically and culturally diverse patient populations.
• Prior experience in a community health center is preferred.

BENEFITS

• 401(k) matching
• Dental Insurance
• Health Insurance

• Life insurance
• Paid time off
• Retirement plan
• Vision insurance