Call Center Coordinator

POSITION: Call Center Coordinator
DEPARTMENT: Member Services
REPORTS TO: Call Center Supervisor
LOCATION: Native American Health Center (NAHC)
3124 International Blvd, Oakland, CA 94601
WORK HOURS: Full Time, 40 hours per week, 100% FTE
STATUS: Union, Non-Exempt

POSITION SUMMARY
The Call Center Coordinator (CCC) will work as part of a larger team that provides high quality medical, dental, and behavioral health care to NAHC’s members. The CCC will be the first point of contact for members and all others who contact NAHC, therefore superior customer service skill is key. The CCC will answer calls, schedule appointments, provide information, and offer support for members using the member portal. The CCC will follow a script on resolving issues for members with the goal of eliminating abandoned and missed phone calls in an effort to increase access to primary care and to resolve member problems expeditiously. This position is key in member satisfaction. Emphasis on customer service is paramount.

The Native American Health Center is an accredited institution and adheres to the standards of excellence set forth by the Accreditation Association of Ambulatory Health Care (AAAHC) and the Commission of Dental Accreditation (CODA).

DUTES AND REPONSIBILTIES
1. Create and maintain a welcoming atmosphere by greeting all members in a courteous and professional manner.
2. Answer all incoming calls timely and professionally via the Automatic Call Distribution (ACD) system.
3. Inform members of processes and procedures related to their reason for calling, and answer inquiries about services, insurances, and eligibility and registration services.
4. Schedule appointments appropriately into the Practice Management system (PMS). This will include booking, canceling, and rescheduling appointments.
5. Proactively manage and “tetris” appointment scheduling to maximize productivity and to fill appointment gaps.
6. Assist in member flow of the clinic by taking and delivering provider messages,inform staff of changes in schedule, and assist with language interpretation as
needed.
7. Manage the appointment wait lists/recalls; and ensure appointments are scheduled within appropriate time frames and/or with the opening of the scheduling calendar.
8. Manage the voicemail system: create and update system greetings as appropriate; check messages at specified intervals and ensure messages are transcribed and routed accurately; and activate the outbound voice message system as needed. Track the number of voicemail messages.
9. Document all member contact in electronic health record at time of contact.
10. Register members into NAHC member portal. Provide user support and education on portal functionality.
11. Manage NAHC member portal appointment request and member messages.
12. Make appointment reminder calls (the day prior to the appointment) to confirm appointments and to notify members of any outstanding balances.
13. Manage the Teletask automated appointment reminder report and identify requests to cancel or reschedule appointments, then follow up appropriately with requests. Identify members who were not contacted by Teletask and complete appointment reminder calls.
14. Log all reported Teletask system inconsistencies and submit to supervisor daily.
15. Manage No-Show Report and collaborate with Medical to complete appropriate follow up tasks daily.
16. Maintain and update member account demographics in NextGen at time of contact.
17. Answer member inquiries about financial responsibility, insurance and benefits, account status, and treatment planning.
18. Screen members’ eligibility for possible care coverage (e.g., county or state programs; sliding scale, etc.) Inform members of program limitations and ensure
members understand the information conveyed.
19. Confirm members’ insurance eligibility on all scheduled appointments at least two days prior to scheduled appointments. Notify members in a timely manner of changes in schedules and to insurance benefits.
20. Complete outreach call list for eligibility, past dues balances, and member surveys as directed by supervisor.
21. Mail member correspondence such as new member registration and enrollment packets and member statements. Flag member accounts for return mail.
22. Provide members with clinical status updates regarding their health care only as requested by nurse or a clinical provider.
23. Collaborate with the clinical team in order to provide status updates to members on referrals, prescription refills, forms, and other items.
24. Participate in Saturday clinics and after-hour clinics, on a rotating basis, as assigned by Supervisor.
25. Provide technical support to members accessing the member portal.
26. Provide support to Member Services Coordinators when requested by Supervisor and cross train to cover check-in duties.
27. Demonstrate cooperative behavior with supervisors, subordinates, colleagues, members and the community at all times.
28. Actively participate in internal quality improvement teams to drive initiatives in accordance with the mission and strategic goals of the organization, as assigned by supervisor.
29. Must demonstrate professionalism and courtesy at all times to both internal and external customers (members and staff alike.) Customer service goals and
performance will be evaluated by customer survey and other methods.
30. Other duties as assigned by direct supervisor or Director, Member Services.