Patient Service Representative, Call Center

Impact Lives, Impact Community

Family Health Centers of San Diego (FHCSD) is passionate about providing exceptional health care to all, especially underserved communities with limited health care options. Founded by a Latina grandmother/community advocate over 50 years ago in Barrio Logan, FHCSD has grown into one of the largest community health systems in the country. With over 90 sites, over 227,000 patients, and over 1.1 million healthcare visits last year, we provide a wide variety of health care and outreach services to a very diverse patient population. We are proud of our mission, our lasting community impact, and the cultural and individual diversity of our staff.

Job Roles

• Answer inbound telephone calls in assisting patients needing information.
• Manage each call in a pleasant, professional, and helpful manner.
• Direct callers to the appropriate area in a timely fashion. 
• Provide information requested and ensure caller has all the information necessary.
• Assist patients with scheduling appointments, rescheduling or canceling appointments, and completion of pre-registration items as necessary following patient appointment scheduling guidelines.  Accurately document outcomes.
• Input all related information on calls received into the computer system accurately and timely.
• Seek assistance and direction on unusual circumstances and issues that may arise.
• Perform other duties as assigned.

Education/Certifications/Licenses/Registrations

• High school diploma or GED equivalent required.

Experience/Specialized skills (including Language)

• 2 years customer service experience required.
• Minimum 6 months experience working in a Call Center preferred.
• Possess clear speaking voice and diction.
• Knowledge of medical terminology and/or medical front office procedures preferred.
• Demonstrated ability to multi-task, be flexible, ensure accuracy, and meet changing priorities in a fast-paced, high workload environment.
• Ability to work with a diverse group of people possessing different cultures, life experiences, and socioeconomic backgrounds.
• Bilingual in Spanish/English required.
• Ability to communicate effectively with callers who speak English as a second language.
• Intermediate written and verbal communication skills.
• Intermediate computer literacy (i.e., use computer system to manage and schedule appointments, access electronic medical record information, etc.).

Physical Requirements/Working Environment

Bending (neck): OCCASIONALLY (1 - 3 HRS)

Bending (waist): RARELY (0-1 HRS)

Carrying 0 - 10 lbs: RARELY (0-1 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: OCCASIONALLY (1 - 3 HRS)

Kneeling: RARELY (0-1 HRS)

Lifting 0 - 10 lbs: RARELY (0-1 HRS)

Lifting 11 - 25 lbs: NEVER

Lifting 25 - 50 lbs: NEVER

Lifting 51 - 75 lbs: NEVER

Lifting over 75 lbs: NEVER

Power Grasping: OCCASIONALLY (1 - 3 HRS)

Pulling 0 - 10 lbs: OCCASIONALLY (1 - 3 HRS)

Pulling 11 - 25 lbs: RARELY (0-1 HRS)

Pulling 25 - 50 lbs: RARELY (0-1 HRS)

Pulling 51 - 75 lbs: NEVER

Pulling over 75 lbs: NEVER

Pushing 0 - 10 lbs: RARELY (0-1 HRS)

Pushing 11 - 25 lbs: RARELY (0-1 HRS)

Pushing 25 - 50 lbs: RARELY (0-1 HRS)

Pushing 51 - 75 lbs: NEVER

Pushing over 75 lbs: NEVER

Reaching (above shoulder level): RARELY (0-1 HRS)

Reaching (below shoulder level): RARELY (0-1 HRS)

Repetitive use of hand: CONSTANTLY (6+ HRS)

Simple Grasping: OCCASIONALLY (1 - 3 HRS)

Sitting: CONSTANTLY (6+ HRS)

Standing: OCCASIONALLY (1 - 3 HRS)

Twisting: RARELY (0-1 HRS)

Use of Personal Protective Equipment: N/A

Walking: OCCASIONALLY (1 - 3 HRS)

Working around equipment and machinery: Office equipment

Ages of Patients Served: N/A

In the spirit of pay transparency, we are excited to share the base range for this position, exclusive of fringe benefits.

$23.00 - $27.49

If you are hire