For more than 55 years, Family Health Centers of San Diego’s (FHCSD) mission has been to provide caring, affordable, high-quality health care and supportive services to everyone, with a special commitment to uninsured, low-income and medically underserved persons. FHCSD is one of the top 10 largest federally qualified health centers (FQHCs) in the country. We operate more than 90 sites across San Diego County, including 29 primary care clinics, 23 behavioral health facilities, 10 physical rehabilitation clinics, nine dental clinics, five vision clinics, four outpatient substance use treatment programs, three mobile medical units, two mobile counseling centers, two urgent care centers, and a pharmacy. Our staff provides care to over 227,000 patients each year, of whom 91% are low-income and 29% are uninsured. FHCSD provides care to all. Services include, but are not limited to adult care, chronic disease management, pediatrics, comprehensive women’s care including obstetrics, dental, vision, case management, physical rehabilitation, speech therapy for children, vaccinations, infectious diseases, behavioral health, substance use counseling and a host of specialty services including cardiology, podiatry, endocrinology, dermatology, among others. FHCSD also offers supportive services to those who are unsheltered and in need of intensive case management. The breadth of our clinic locations, services and programs has grown over the last five decades, making us the largest community clinic provider of health care to the uninsured in the county and one of the top 10 largest community clinic organizations in the nation. We are also the largest health care safety-net provider, largest school-based health care provider and the largest mental health provider in the San Diego region. Job Description General Job Description *Under the direction of the Manager of Call Center, the Patient Service Rep-Call Center is responsible for performing customer service functions, from responding to a high volume of inbound calls, scheduling appointments, pre-registering , handling issues/ complaints, responding to questions, or directing patients to the appropriate area. This role may also assists the Manager of Call Center with training new staff and mentoring peers. Job Roles *Answers telephone and assists patients by providing information or directing them to the appropriate area, in a pleasant and professional manner. *Assists patients in scheduling, rescheduling, or canceling appointments and documenting the reason for the visit. *Enters patient data into computer system accurately and schedules appointments correctly by following the provided appointment guidelines. *Performs other duties as assigned. *Reports any unusual circumstances or phone call issues to the Manager of Call Center while following procedures outlined in training guides, memos, and other FHCSD documents. *Responsible for attending and putting into practice all staff training activities related to appointment scheduling. Education/Certifications/Licenses/Registrations *At least 1 year of experience in a call center preferred. *At least 2 years customer service experience required OR Medical Assistant Certification/Medical Terminology course required. *High School diploma or GED equivalent preferred. *Medical Assistant Certification or Medical Terminology course preferred. Experience/Specialized skills (including Language) *Ability to multi-task, be flexible, ensure accuracy, and meet changing priorities in a fast-paced, high-workload environment. *Bilingual English/Spanish required. *Intermediate computer literacy (i.e., use system to manage and schedule appointments, access electronic medical record information). *Intermediate written and verbal communication skills. *Knowledge of medical terminology and front office procedures preferred. Physical Requirements/Working Environment Bending (neck): OCCASIONALLY (1 - 3 HRS) Bending (waist): NEVER Carrying 0 - 10 lbs: FREQUENTLY (3 - 6 HRS) Carrying 11 - 25 lbs: NEVER Carrying 25 - 50 lbs: NEVER Carrying 51 - 75 lbs: NEVER Carrying 75 lbs: NEVER Climbing (ladder): NEVER Climbing (stairs): RARELY (0-1 HRS) Driving: To drive from one clinic or another, or in the community: NEVER Exposure to blood borne pathogens and biohazards: NO Exposure to dust, gas, fumes, or chemicals: Office supplies. Fine manipulation: FREQUENTLY (3 - 6 HRS) Kneeling: NEVER Lifting 0 - 10 lbs: FREQUENTLY (3 - 6 HRS) Lifting 11 - 25 lbs: NEVER Lifting 25 - 50 lbs: NEVER Lifting 51 - 75 lbs: NEVER Lifting over 75 lbs: NEVER Power Grasping: NEVER Pulling 0 - 10 lbs: FREQUENTLY (3 - 6 HRS) Pulling 11 - 25 lbs: NEVER Pulling 25 - 50 lbs: NEVER Pulling 51 - 75 lbs: NEVER Pulling over 75 lbs: NEVER Pushing 0 - 10 lbs: FREQUENTLY (3 - 6 HRS) Pushing 11 - 25 lbs: NEVER Pushing 25 - 50 lbs: NEVER Pushing 51 - 75 lbs: NEVER Pushing over 75 lbs: NEVER Reaching (above shoulder level): NEVER Reaching (below shoulder level): RARELY (0-1 HRS) Repetitive use of hand: CONSTANTLY (6+ HRS) Simple Grasping: FREQUENTLY (3 - 6 HRS) Sitting: CONSTANTLY (6+ HRS) Standing: RARELY (0-1 HRS) Twisting: NEVER Use of Personal Protective Equipment: NO Walking: RARELY (0-1 HRS) Working around equipment and machinery: Office equipment Ages of Patients Served: N/A We are excited to share that the salary range for this position is: $25.00 - $29.12 Information on our extensive benefits package can be found here: FHCSD Wellness – Employee Hub (gobenefits.net) FHCSD provides Equal Employment Opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, transfer, leave of absence, compensation, and training. About Us Founded in 1970, Family Health Centers of San Diego is dedicated to providing caring, affordable, high-quality health care and support services to all people, with a special commitment to the uninsured, low-income and medically underserved. We are the largest community clinic provider of health care to the uninsured in Southern California and one of the top 10 largest community clinic organizations in the country. Anti-Discrimination Statement Family Health Centers of San Diego complies with applicable Federal civil rights laws and does not discriminate, exclude people or treat them differently on the basis of race, color, national origin, religion, physical and mental disability, sex, including pregnancy, childbirth and related medical conditions, age, genetic information, language preference/ability, citizenship status, marital status, sexual orientation and gender identity, AIDS/HIV, medical condition, political activities or affiliations, military or veteran status, or status as a victim of domestic violence, assault, or stalking.

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