Axis Community Health is a nonprofit community health center that is growing rapidly in response to the exciting changes that are occurring in the healthcare arena. Axis Community Health has served the Pleasanton, Livermore, and Dublin area since 1972. Our services include medical care, mental health counseling, behavioral health, and WIC nutrition services for Tri- Valley residents.
We would love for you to apply to join us on our mission to provide quality, affordable, accessible and compassionate health care services that promote the well-being of all members of the community.
CLICK HERE TO APPLY:APPLY HERE
ESSENTIAL DUTIES/RESPONSIBILITIES:
Serve as the key responsible person in the call center when the supervisor is not available.
Monitor the Axis appointment cancelation line and contact patients to reschedule.
Manage the provider scheduler requests.
Monitor and reply to patient MyChart appointment requests.
Review care message text cancelations.
Train and on-board call center operators, ensuring team members’ success.
De-escalate and resolve patient issues, grievances, and inquiries, as necessary.
In collaboration with Axis leadership and the I.S. department, assist with workflow development and EPIC service/enhancement pack user testing.
Schedule incoming calls following the scheduling guidelines and protocols.
Transfer and redirect phone calls to appropriate staff and departments.
Translate for the Triage Nurse as needed.
Have complete knowledge and understanding of clinic operations and procedures.
Collaborate with medical records, nurses, and clinical staff to efficiently handle patient services.
Provide outstanding customer service to clients.
Participate in staff meetings, and attend other meetings and training events as assigned.
May be required to perform other related duties, responsibilities, and special projects as assigned.
QUALIFICATIONS:
Minimum 1 year experience in a call center. With medical office duties. Appointment scheduling a plus.
High school diploma or equivalent.
Excellent telephone etiquette.
Proven ability to build relationships with patients and staff; must be service oriented.
Knowledge of Medical Terminology.
OCHIN Epic a plus
Experience with multiple phones lines, fax, copier and alpha/numerical filing.
Excellent time management skills to meet goals and objectives.
Process and deadline driven.
Ability to multi-task effectively; dependable, organized and self-motivated individual.
Able to conduct yourself and answer patient inquiries in a courteous and professional manner.
Ability to interact effectively and in a professional, supportive manner with persons of all backgrounds.
Excellent telephone etiquette.
Strong analytical, employee relations, and excellent interpersonal skills.
Proven ability to build relationships with patients and staff; must be service oriented.
Proactive, self-motivated and able to work independently as well as on a team with the ability to exercise sound independent judgment.
Ability to maintain a high level of confidentiality and a professional demeanor and must positively represent the organization at all times.
Must be able to be at work regularly and on time.
Must be a dynamic self-starter with demonstrated ability to work independently or in a group setting.
A can-do attitude, with attention to detail.
Ability to type a minimum of 35 WPM with minimal errors.
Must have good computer skills using Microsoft Office and the ability to use Axis departmental systems.
Must be able to use office equipment (i.e. copier, fax, etc.).
BENEFITS:
Employer paid health, dental, and vision benefits to the employee.
Option to participate in a 403(B) retirement plan with employer matching contribution.
Partial educational reimbursement.
12 paid holidays.
Accrued paid time off with each pay period.
Employee discount programs.
Colleague Referral Bonus Program.
CONNECT WITH AXIS:
Company Page: https://www.axishealth.org
Facebook: https://www.facebook.com/axiscommunityhealth
LinkedIn: https://www.linkedin.com/company/axis-community-health
Physical, Cognitive, and Environmental Working Conditions:
Work is normally performed in a typical clinic office work environment (and, in some cases, telecommuting sites). The physical demands described here are representative of those that must be met by an employee to perform the essential functions of this job successfully. Reasonable accommodations can be made to enable individuals with disabilities to perform the essential functions of this position if the accommodation request does not cause an undue hardship.
Physical: Occasionally required to carry/lift/push/pull/move up to 20lbs. Frequently required to perform moderately difficult manipulative tasks such as typing, writing, reaching over the shoulder, reaching over the head, reaching outward, sitting, walking on various surfaces, standing, and bending. Occasional travel to other Axis health centers and other occasional travel will be required.
Equipment: Frequently required to use repetitive motion of hands and feet to operate a computer keyboard, telephone, copier, and other office equipment for extended periods.
Sensory: Frequently required to read documents, written reports, and signage. Must be able to distinguish normal sounds with some background noise, as in answering the phone, interacting with staff etc. Must be able to speak clearly, understand normal communication, and be understood.
Cognitive: Must be able to analyze the information being received, count accurately, concentrate and focus on the given task, summarize the information being received, accurately interpret written data, synthesize information from multiple sources, write summaries as needed, interpret written or verbal instructions, and recognize social or professional behavioral cues.
Environmental Conditions: Frequent exposure to varied office (medical clinic/office) environments. Rare exposure to dust and loud noises.
Disclaimer: This job post is not necessarily an exhaustive list of all essential responsibilities, skills, tasks, or requirements associated with this position. While this is intended to be an accurate reflection of the position posted, Axis Community Health reserves the right to modify or change the requirements of the job based on business necessity.
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