Call Center Associate

HR & Staffing Manual Section 

APPROVED: 01/01/2024

JOB POSTING
 

TITLE: CLINIC CALL CENTER ASSOCIATE

REPORTS TO: CALL CENTER LEAD

LOCATION: ANTIOCH, CA

STATUS: NON-EXEMPT/HOURLY/FULL-TIME

PAY: $21.00/HOUR

OUR MISSION & VISION 

The Brighter Beginnings mission is to “support healthy births and successful development of children by partnering with parents and helping to build strong communities”. The Brighter Beginnings community gains its strength and aspiration from our core belief and vision that, “every family matters, and every child deserves a happy, healthy future.” 
 

OUR HISTORY 

Brighter Beginnings is a 501c3 nonprofit organization, and has been responding to the needs of families in resource poor neighborhoods since 1984 when our work began in response to the alarming differences in mortality and illness rates among African American babies compared to other children. 

Brighter Beginnings has grown into a respected and well-connected organization with locations in Oakland, Richmond, Bay Point, and Antioch. We have a multi-cultural, bi-lingual staff of passionate and committed family service professionals; in fact, many of our staff came to this work because of challenges they faced in their own families.
 

POSITION SUMMARY

The Call Center Associate is responsible for ensuring a positive and effective experience for every patient that has telephone contact with Brighter Beginnings.  They answer calls in a timely manner and identify and address patients’ needs. This requires exceptional critical thinking, customer service, organizational, and time management skills.  Duties include, but are not limited to, receiving incoming calls, answering patients’ questions, sending patients’ messages to their medical providers, and all aspects of appointment scheduling.  The Call Center Associate is expected to meet specific performance targets related to caller wait times, call handling time, high quality customer service, and quality of telephone encounters created.  
 

QUALIFICATIONS:

JOB QUALIFICATIONS AND EXPERIENCE

Minimum Qualifications:    

• High School Diploma or GED with a minimum of 2 years of related work experience.

• Experience and/or interest in health care 

• Bilingual in Spanish/English 

• Excellent patient/customer service, communication, and follow-through skills 

Preferred Qualifications:   

• BA or college coursework related to health care 

• Previous experience in a primary care health care setting 

Skills & Knowledge:  

• Knowledge of standard clinical healthcare practice policies and procedures.  

• Experience working on computers and Knowledge of Google software products.  

• Ability to work with EHR systems.  

• Knowledge of health insurance plans.  

• Knowledge of healthcare terminology, procedures, and practice.  

• Knowledge of HIPAA regulations.  

• Excellent verbal and written communication skills.  

• Ability to work independently and to use good judgment.  

• Ability to work effectively and harmoniously with co-workers.

RESPONSIBILITIES: 

• Schedules patient appointments appropriately according to scheduling and payor protocols  

• Gathe