Customer Access Assistant

Customer Access Assistant (Contact Center)
Newark, CA
$21-$22 per hour

The Health Care (SHC) Enterprise Contact Center (ECC) handles a high-volume of inbound calls, outbound calls, faxes and other communication with patients, providers, clinic staff, and others needing to access health care services at one or multiple SHC departments/clinics. The staff within the ECC is responsible for providing an excellent patient and customer experience by efficiently coordinating services and accurately answering or properly referring inquiries. This is an entry level job.

• Responds to a high-volume of incoming telephone calls and referrals
• Assists patients in registering and canceling appointments
• Accurately documents and routes calls to the proper department
• Identifies urgent customer needs or operational issues, and escalates appropriately
• Efficiently navigates medical records and ensures patient information is up-to-date and accurately entered in the correct location
• Meets all regulatory and compliance standards
• Delivers high-level of customer service
• Follows documented protocols and guidelines
• Meets and exceeds departmental quality assurance standards
• Uses reference documents and online knowledgebase tools to clearly articulate accurate information regarding SHC services
• Uses functionality of the telephone system as required
• Other departmental duties as assigned

Minimum Qualifications:

Education * High School Diploma or GED equivalent
Experience * Six-months of customer service experience

• Type 40 words per minute
• Excellent customer service skills
• Demonstrated knowledge of proper English grammar in speaking and writing
• Effectively listen to resolve patient's/customers inquiries
• Maintain respect and composure in stressful situations
• Navigate complex software tools and accurately input data
• Effectively document caller notes into the medical record
• Ability to adjust communication to fit the needs and level of understanding of the receiver
• Ability to apply business logic to resolve patient/customer issues while managing multiple priorities

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