Contact Center Representative at FAMILIES TOGETHER OF ORANGE COUNTY – Tustin, California

Job Title: Contact Center Representative

Salary: $23-$25 per hour

Location: Tustin, CA

Openings: 2 ( Temp )

Position Purpose: The Contact Center Representative at Families Together of Orange County is a pivotal figure dedicated to delivering exceptional customer service. This role, reporting directly to the Contact Center Supervisor, focuses on efficiently scheduling medical and dental appointments, answering patient inquiries, directing calls, and facilitating effective communication with various clinic departments across three locations. In addition to playing a central role in the organization's Contact Center, representatives serve as key liaisons between FTOC and its customers, collaborating seamlessly with clerical services staff to support direct patient services. Their flexible and proactive "can-do" approach underscores their significance as the primary point of contact for patients, embodying the face and voice of FTOC.

FTOC’s Expectations of all Employees

• Adheres to all FTOC Policies and Procedures.
• Providing the upmost customer service experience to all clients
• Conducts self in a manner that always represents FTOC’s core values.
• Maintains a positive and respectful attitude with all work-related contacts.
• Communicates regularly with immediate supervisor about Departmental and FTOC concerns.
• Consistently reports to work as scheduled and in a timely manner prepared to perform the duties of the position.
• Meets productivity standards and performs duties as workload necessitates.
• Ability to train on all Learning Management Systems (LMS) by self-learning models from FTOC’s EMR.

Core Duties and responsibilities, include but are not limited to:

1. Efficiently handle a high volume of incoming calls in a timely manner
2. Bilingual : Spanish ( Required )
3. Exhibit exceptional customer service skills
4. Validate and update patient demographics, including insurance information, as needed
5. Confirm patient appointments in accordance with the appointment policy
6. Contact and reschedule appointments for no-shows as required
7. Schedule, reschedule, and follow up on appointments across all service lines, as assigned
8. Participate in outreach campaigns as assigned, actively contributing to community engagement and promoting the organization's services
9. Set alerts for required information in the EHR
10. Demonstrate the ability to prioritize and complete multiple tasks promptly
11. Document information in a professional manner
12. Educate patients on clinic scheduling rules, no-show policies, and rescheduling procedures
13. Reconcile the daily schedule
14. Uphold patients' rights by maintaining the confidentiality of personal and financial information
15. Adhere to compliance rules and regulations to prevent fraud and abuse
16. Collaborate with FTOC staff across various departments and specialties
17. Attend necessary off-site and on-site meetings
18. Perform additional duties as assigned by the supervisor or manager

*This job description in no way states or implies that these are the only duties to be performed by the employee. He or she will be required to follow any other instructions and to perform other duties, within scope, as assigned by his or her supervisor.

Teamwork and Interpersonal Skills:

• Displays an awareness of others' needs and consistently acts in their best interests.
• Exhibits courtesy, mutual respect, and compassion in all interactions with others.
• Takes initiative to propose constructive solutions to challenges.
• Recognizes and respects differences while actively seeking more effective communication approaches.
• Demonstrates a positive and professional response to changes and challenges.
• Nurtures positive working relationships and contributes to a collaborative work environment.
• Exhibits effective teamwork, working cohesively to support the organization in achieving its goals and objectives.
• Adapts smoothly to shifting workplace priorities.
• Attends and actively participates in scheduled meetings, whether weekly, bi-weekly, or monthly.

Education, Qualifications, and Experience:

• Bilingual: Spanish ( Required )
• High School Diploma or equivalent GED ( Required )
• 1 year of experience in medical setting ( Preferred ) 1 year of customer service ( Required )
• Must be able to multitask in an extremely fast-paced environment
• Have good computer skills along with attention to detail, be a confident and professional communicator and be responsive to internal and external customer needs in a personable manner
• Knowledgeable of an electronic health record (EHR) system

Work Schedule:

• FTOC is an in-person organization first, and foremost. Employees are expected to be on-site for their scheduled shifts.
• Hours of operation are Monday to Friday 9 a.m. to 6 p.m., however, employee schedules vary, depending on organizational, staffing, community, and patient needs. As such, FTOC may need to modify work schedules to meet such needs.
• Holidays and weekends may be required depending on an employee’s department due to organizational, staffing, community, and patient needs as FTOC continues to grow and expand work days and hours.
• Overtime may also occur due to organizational, staffing, community, and patient needs.

Physical Demands and Working Conditions:

• The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
• While performing the duties of this job, the employee may be required to drive to FTOC facilities as needed. The ability to sit for extended periods of time, and the ability to occasionally lift and/or move up to 25 pounds.