• Call Center Representative, II

    Location US-CA-Santa Ana
    Job ID
    Customer Service
  • Overview

    The Call Center Representative II is responsible for assisting with monitoring SharePoint for clinic updates and communicating the changes and for assisting with reporting. Responsible for the evaluation of call center flow and monitoring of Taske to monitor patient wait times and other key call center metrics. This position will serve as resource to all staff regarding call center operations and will be responsible for training new hires. This person must have extensive knowledge of clinic operations and must be able to serve as superuser for NextGen EPM. May also serve as a liaison between medical/dental clinics and the call center and will be responsible for answering all incoming telephone calls for all the medical/dental offices. Will be responsible for the scheduling, rescheduling and canceling of appointments. This position’s responsibilities also include the screening and transferring of phone calls, answer patient questions, appointment confirmations and patient registration.


    1. Adherence to all Call Center and AltaMed Policies and Procedures.
    2. Ability to efficiently and accurately schedule, reschedule and/or cancel medical and/or dental appointments as requested by the patient and in accordance with AltaMed’s Appointment Scheduling Policy.
    3. Routinely check the queue to monitor number of calls on-hold.
    4. Answer all incoming calls and properly dispose of calls via appropriate transfer, message taking, or follow-up and return call.
    5. Confirm patient appointments 24-48 hours in advance.
    6. Collect/Update/Verify all pertinent patient demographic and insurance information.
    7. Attend and participate in training and meetings as assigned.
    8. Relay patient questions, requests and other calls to the appropriate person/department.
    9. Participates as a Superuser for NextGen EPM and has thorough knowledge of EMR.
    10. Monitors the Call Center Sharepoint for clinic updates and/or communication and disseminates the information to the rest of the team in a timely manner.
    11. Effectively and proactively manages call center flow as required to reduce the average time to answer.
    12. Assists with new hire orientation and training.
    13. Monitors clinic calendars and NextGen schedules to ensure accuracy.
    14. Resolves patient complaints and grievances as demonstrated by patients’ satisfaction with the resolution.
    15. Fully knowledgeable and trained in all of AltaMed’s Health Service programs and services and is seen as a resource.
    16. Performs other related duties as assigned.



    1. High School Diploma or equivalent required.
    2. Bilingual English/Spanish preferred.
    3. Two years experience required working in a call center environment where a service/support role was primarily performed



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