Be a part of a multi-disciplinary care team that facilitates and provides culturally and linguistically sensitive services, with a focus on Chinese (Mandarin), by participating in the provision of patient centric care at the clinic operation level, being collectively responsible for call center performance.

Responsibilities include:

• Answer incoming telephone calls and retrieve telephone messages.

• Test the automated reminder call system on a weekly basis.

• Run eligibility for new patients with managed care Medi-Cal insurance and instructs patients accordingly.

• Screen telephone calls to ensure routing to the appropriate department or individuals.

• Assist with appointment cancellation and rescheduling and conducting reminder calls.

• Task Triage Nurses and Referral Nurses accordingly.

• Ensure complete and accurate data entry during telephone patient registration process.

• Create and deactivate NextGen EPM alerts as needed.

• Utilize park, paging and voicemail systems to ensure proper routing of telephone calls.

• Provide general information e.g. directions, scope of services, available programs and etc.

• Conduct patient recall via RPS system and health plan member list.

• Change Primary Care Providers for patients.

• Forward patient’s concern and feedback to appropriate personnel within APHCV for resolution and optimization of clinic efficiency.

• 
  

Requirements/Qualifications:

• High school diploma and experience (1 year minimum) working experience in a community based organization or customer service.

• Proficiency in written and verbal English and Chinese (Mandarin).

• Ability to speak clearly, distinctly, and pleasantly on telephone and face-to-face patient encounters while maintaining professionalism.

• Ability to work Saturdays and evening hours as scheduled.

• Ability to work effectively and efficiently with minimal supervision.

• High level of customer service and a positive approach.

• Proficiency in PC/Mac—working knowledge of Microsoft Office applications, NextGen, Intranet and Internet.

• Must be able to perform the task normally associated with the position including, but not limited to, lifting up to 25 lbs.