PACE Call Processing Representative

Position Summary:
This position will work in a fast-paced environment and is responsible for the initial screening and coordination of all calls from participants to the San Diego PACE program. Responsible for working with the Access to Care Supervisor to implement the program’s intake, scheduling, rescheduling and cancelling of appointments for all San Diego PACE participants. This position will be responsible for greeting callers in a friendly and courteous manner that demonstrates a high level of commitment to our mission, gather all necessary information over the phone and answering questions while educating callers about available services. The Intake Specialist utilizes a team approach and works cooperatively to ensure that all calls are answered in a timely manner and demonstrate the highest level of service, compassion, empathy and dignity to all participants and customers.

Essential Functions of the Job:

Demonstrates knowledge and understanding of San Diego PACE services, to answer questions and direct calls appropriately.
Document all calls on our EHR system and inform appropriate staff.
Demonstrates knowledge and understanding of the San Ysidro Health services and programs to answer questions and direct calls appropriately.
Efficiently and actively provides excellent customer service by properly greeting, listening, assisting, directing, and closing each call. Performs appointment scheduling, rescheduling, canceling, and confirming.
Understands, recognizes, and effectively handles unique medical issues, urgent services and patient grievances and follows established protocols to resolve problems or determines escalation to supervisor.
Logs in and is ready to receive or make calls as directed by schedule as well as utilizing break codes appropriately as defined by the call management system.
Provides quality, efficient telephone customer service to internal and external customers and routes calls to appropriate department for continued assistance as necessary.
Adheres to current productivity and quality assurance requirements for the department.
Clearly and effectively communicates with patient/staff via call or electronic message.
Take complete messages that are detailed, concise, spelled accurately and utilizes correct medical terminology.
Understands and applies company policies regarding the proper use of the computer, telephone, and other company equipment to complete daily tasks.
Adheres to San Ysidro Health’s and department's attendance and punctuality policies and practices.
Performs other related duties as assigned or requested.


Additional Duties and Responsibilities:

Assists in maintenance of department equipment and supplies.
Follows established departmental policies and procedures, objectives, quality assurance program, safety, environmental and infection control standards.
Enhances professional growth and development through participation in educational programs, current literature, in-service meetings and workshops.
Attends meetings as required and participates on committees as directed.
Performs other related duties as assigned or requested.


Job Requirements
Experience Required:
6 months of healthcare, call center or telephone operator/receptionist experience. Relevant education may substitute for minimum experience required. Knowledge of word and excel.

Education Required:
High School Diploma or GED equivalent. Relevant medical certification or licensure is a plus.

Verbal and Written Skills Required to Perform the Job:
Bilingual (English/Spanish) required. Excellent communication skills.

Technical Knowledge and Skills Required to Perform the Job:
Working knowledge of Microsoft Windows OS, MS-Office, telephone devices and voice mail. Must have the ability to type 40WPM.

Equipment Used:
PC systems and peripherals, telephone devices and other office equipment as applicable.

Working Conditions and Physical Requirements:
Prolonged periods of sitting, keyboarding, and use of computer mouse. Push/pull up to 10 lbs.

Universal Requirements:
Pre-employment requirements include I-9, physical, positive background and reference check results, complete application, new hire orientation, pre-employment PPDs. Compliance with all mandated vaccinations and all boosters is a term and condition of employment.