Essential Job Functions • Demonstrates a positive attitude and creates good relationships with team, patients, and guests. • Achieves 90% target for inbound and outbound calls. • Schedules patients as trained per Best Practice Scheduling guidelines. • Accurately documents conversations in patients’ electronic medical record. • Verifies appropriate insurance(s) on patients, when appropriate. • Confirms updates regarding patient demographic information during each visit: Name, DOB, Phone Number, Insurance. • Respects and always maintains privacy and dignity of patients’ information to assure client confidentiality. • Understands and follows the Code of Conduct, OSHA, and HIPAA guidelines. • Meets the performance and skill metrics of the position, which are subject to change. • Manages large amounts of calls in a timely manner. • Follows communication ‘scripts’ when handling various topics. • Identifies and resolves issues by using active listening and problem-solving skills. • Understands disposition codes. • Performs all other duties as assigned. Minimum Required Education, Experience & Skills • One year telemarketing, call center, or sales experience • One year experience in a medical setting • Bilingual in English/Spanish required. • High school diploma or GED equivalent. • Excellent customer service phone skills • Effective written and oral communication skills • Teamwork orientation. • Organized and ability to manage competing priorities. • Knowledge of medical terminology. • Expert in computer literacy in electronic health record. • Ability to navigate between multiple computer programs/screens while assisting patients on the phone. • Basic mathematical skills. • Ability to react calmly and effectively in emergency situations required. • Safe work practices in a clinic setting. • Able to follow through with delegated tasks. Preferred Education, Experience & Skills • At least 3 years in a medical/call center related customer service role. Physical & Mental Requirements: (check all that apply) • Required immunizations and vaccinations. • Ability to lift to 50 pounds. • Ability to push or pull heavy objects using up to 100 pounds of force. • Ability to stand or sit for extended periods of time. • Ability to use fine motor skills to operate equipment and/or machinery. • Ability to properly drive and operate a vehicle. • Ability to receive and comprehend instructions verbally and/or in writing. • Ability to use logical reasoning for simple and complex problem solving. • Occasionally requires exposure to communicable diseases or bodily fluids. • Occasional travel for clinic activities may be required (ex. InnovaCare meetings or training). Innovacare participates in E-Verify and will provide the federal government with your Form I-9 information to confirm that you are authorized to work in the U.S.