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Bilingual Dental Call Center

Company: Clinica Family Health Services
Location: Denver
Posted on: January 12, 2019

Job Description:

Requisition Number 18-0414 Post Date 12/3/2018 Title Bilingual Dental 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-Friday: 8-5, NO WEEKENDS 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.

            Keywords: Clinica Family Health Services, Denver , Bilingual Dental Call Center, Other , Denver, Colorado

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