Front Office Coordinator - Call Center (Temporary)

Overview: Supporting Community Healthcare is a rewarding role, come join a wonderful organization! LifeLong Medical Care is looking for a Temporary Front Office Coordinator at our Brookside San Pablo Call Center. Serve as front-line phone staff and “navigators” for our patients, their caregivers and other healthcare entities in our busy Call Center. Answer incoming calls and schedule appointments, triage calls to different departments including urgent calls, document and task messages and other notes in patients’ Electronic Health Record (EHR). Perform other Patient Services Department duties as needed.
This is a temporary (possibly 6 months, or longer), full-time position, 40 hours/week, benefit eligible position.
Compensation: $17 per hour.
LifeLong Medical Care is a large, multi-site, Federally Qualified Health Center (FQHC) with a rich history of providing innovative healthcare and social services to a wonderfully diverse patient community. Our patient-centered health home is a dynamic place to work, practice, and grow. We have over 20 primary care health centers and deliver integrated services including psychosocial, referrals, chronic disease management, dental, health education, home visits, and much, much more. LifeLong Medical Care is an Equal Opportunity Employer.
BenefitsWe offer excellent benefits including: medical, dental, vision (including dependent and domestic partner coverage), generous leave benefits including nine paid holidays, Flexible Spending Accounts, 403(b) retirement savings plan.
Responsibilities:

• Follows all departmental and organizational policies and procedures, establishes and maintains courteous, cooperative relations with the public, patients, and staff from all departments.
• Ensures and promotes excellent customer service to all internal and external customers.
• Answers incoming calls and responds to all callers’ inquiries; ensure calls are answered in a timely manner and executed correctly.
• Utilizes Electronic Health Record (EHR) for all patient interactions.
• Schedules/reschedules appointments for patients.
• Triages calls based on established procedures including urgent medical calls. Transfers calls to health center staff as needed.
• Verifies current demographics information with every patient and updates information in system as necessary.
• Maintains effective written and verbal communication including appropriate and clear communication in patients’ Electronic Health Record (EHR) and Electronic Practice Management System (EPM).
• Answers non-patient incoming calls and requests for information, and transfers to the appropriate department(s).
• Answers questions and provides general information, refers to appropriate resources.
• Assists with training and onboarding of new Front Office Coordinator – Call Center.
• Performs other related duties as required.

Qualifications:

• Excellent interpersonal, verbal, and written skills and ability to effectively work with people from diverse backgrounds and be culturally sensitive. Ability to show empathy to patients with complex health needs.
• Excellent customer service skills using a positive, proactive, “can-do” approach.
• Ability to work effectively and calmly under pressure in a positive, friendly manner.
• Ability to work in a fast-paced environment and juggle multiple tasks.
• Ability to read and comprehend instructions, procedures and emails.
• Strong problem-solving skills, and ability to be flexible and adaptive to change.
• Ability to work in a team-oriented environment with staff with different work and communication styles.

Job Requirements

• One (1) year of multi-line telephone experience and/or one (1) year experience as medical receptionist with scheduling and telephone experience.
• High school diploma/GED.
• Demonstrated computer skills with standard office software (MS Office)
• Ability to read and comprehend instructions, procedures, emails and memos.
• Ability to abide by LifeLong’s Organizational Standards for conduct and attendance.
• Knowledge of basic medical terminology.
• Ability to effectively present information verbally and in written communications to patients and staff.

Job Preferences

• Bilingual in English and Spanish preferred.
• EPIC Electronic Health Record experience a plus
• At least one-year of experience in a healthcare setting preferred including experience in private practice, or a Community Health Center.
• Ability to work evening and weekend hours as needed, with ample advance notice.