Job Description

Position Summary:

The Call Center representative works in a high volume, fast-paced inbound call center and is responsible for providing an excellent customer service experience to our patients, demonstrating a high level of commitment to SYHealth's mission and core values. SYHealth's Call Center is the central communications hub for our network of primary care and specialty clinics, responsible for handling appointment related requests, helping patients navigate our health system and routing calls to the appropriate departments, as well as providing information on the services available at SYHealth.

Essential Functions of the Job:

Answering phones to respond to inquiries made by patients, vendors, insurance companies and other medical facilities. Must be able to handle 60-80 incoming calls per day. Efficiently and actively provides excellent customer service by properly greeting, listening, assisting, directing, and closing each call. Re-scheduling patient appointments as required via telephone calls, SMS or messages received thru our Patient Portal Screening and routing patient calls to other departments efficiently, insuring accurate registration, appointment scheduling and follow-up appointment scheduling in EMR Taking clear and accurate messages on behalf of patients when completing an internal communication template. Responding to patient's questions and needs by editing, canceling, and re-scheduling appointments as necessary according to clinic protocols. Maintains a good working relationship and effective communication both within the department and with other departments for the benefit of the patient. Demonstrates knowledge and understanding of SYHealth programs and services. Adheres to current department productivity and quality assurance requirements. Other duties as assigned.

Additional Duties and Responsibilities:

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, in-service meetings, and workshops. Attends meetings as required and participates in committees as directed.

Job Requirements

Experience Required:

1 year of experience in customer service, call center or in a healthcare setting. Or successful completion of an externship program with San Ysidro Health.

Education Required:

High School Diploma or GED equivalent

Minimum Qualifications and Requirements:

English fluency in both Spoken and Written language Exceptional phone manner Excellent interpersonal and communication skills. Ability to type 35 wpm with 90% accuracy. Must be flexible, organized, and function well under pressure. Ability to apply knowledge of office procedures and carry out tasks accordingly. Multitasking capacity

Highly Preferred Skills:

Experience using an Electronic Health Record system, EPIC preferred. Medical Terminology Fluent in either Spanish, Arabic or Tagalog

Technical Knowledge and Skills Required to Perform the Job:

Working knowledge of Microsoft Windows OS, MS-Office, telephone devices and voice mail.

Equipment Used:

PC systems and peripherals, multi-key telephone devices, centralized telephone console 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. Normal business hours, evenings, and weekends. (Holiday schedule determined by administration).

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.



About Us San Ysidro Health is a Federally Qualified Health Care organization committed to providing high quality, compassionate, accessible and affordable healthcare services for the entire family. The organization was founded by seven women in search of medical services for their families and community. Almost 50 years later, San Ysidro Health now provides innovative care to over 108,000 patients through a vast and integrated network of 47 program sites across the county. San Ysidro Health could not serve our patients without the dedication of our passionate and hardworking employees. Apply today and become a part of our mission-driven team! San Ysidro Health has a long-standing commitment to equal employment opportunity for all applicants for employment. Employment decisions including, but not limited to, those such as employee selection, performance evaluation, administration of benefits, working conditions, employee programs, transfers, position changes, training, disciplinary action, compensation, and separations are made without regard to race, color, religion (including religious dress and grooming), creed, national origin, nationality, citizenship status, domestic partnership status, ancestry, gender, affectional or sexual orientation, gender identity or expression, marital status, civil union status, family status, age, mental or physical disability (including AIDS or HIV-related status), atypical heredity cellular or blood trait of an individual, genetic information or refusal to submit to a genetic test or make available the results of a genetic test, military status, veteran status, or any other characteristic protected by applicable federal, state, or local laws.