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Requisition Number 18-0055
Post Date 7/6/2018
Title Bilingual Call Center
City Denver
State CO
Description ***Must be bilingual in Spanish and English***

This job exists to: Ensure incoming calls are handled professionally, courteously and efficiently and callers have their needs met and satisfying experience when calling Clinica FHS.

Schedule:
Monday-Thursday 7:45a-5p
Friday 8a-4p
1 hour lunch break from 1-2p every day

Location: 1701 W 72nd Ave, Denver, CO 80221

ESSENTIAL DUTIES AND RESPONSIBILITIES:

• Answer incoming calls professionally.
• Verify and update patient demographics with each patient related call as needed.
• Screen callers to determine caller’s needs.
• Schedule, cancel, confirm or reschedule appointments according to the scheduling guidelines.
• Transfer calls to the clinics according to protocol.
• Answer caller questions according to protocol.
• Take and forward messages to the appropriate party.
• Provide exceptional customer service to all callers.
• Maintain cultural sensitivity when dealing with customers and coworkers.
• Respond to customer inquiries.

OTHER DUTIES AND RESPONSIBILITIES:

• Act as a team player in all work situations.
• Always consider “what is the right thing” when making a decision.
• Look for ways to improve job quality and create a fun work atmosphere.
• Assist other departments with filing, copying and other office duties during lower call volume periods.
• Build collaborative relationships with other departments through strong communication.
• May assist with training other Call Center Attendants.
• Maintain a safe work environment by remaining informed of and compliant with the clinic’s safety policies, and in particular by application of safe practices in area of own responsibility.
• Compliance:
o Knowledgeable of and compliant with laws and regulations governing area of responsibility.
o Responsible for reporting any potentially non-compliant conduct.
o Cooperate fully with our Compliance Officer in upholding our Compliance Plan
• Performs other duties and responsibilities as requested.
• Online Patient Portal duties
o Proficient in the use of Clinica’s online patient portal
o Respond to patient emails professionally and in a timely manner
o Route emails according to protocol

Requirements A. Education / Experience:
• High School diploma or GED preferred.
• One year phone service preferred.
• One year medical facility preferred.

B. Knowledge, skills and abilities:
• Fluent in both English and Spanish required.
• Good telephone etiquette and excellent keyboard skills
• Excellent grasp of call center guidelines, protocols and rules for scheduling and managing patients.
• Excellent interpersonal skills enabling the person to be able to react effectively and calmly in emergencies and within strict guidelines.
• The capacity to maintain the trust of the customers as well as customer confidentiality.
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An Equal Opportunity Employer