Temp Navigation Center Representative

$38,480 - $42,640/Yr

Community Health Centers - Santa Maria, CA

Full-time - Entry Level

Santa Maria, CA

Ambulatory Health Care Services

About the position

The Navigation Center Representative at Community Health Centers of the Central Coast is responsible for providing exceptional customer service to patients by managing a high volume of inbound calls for scheduling appointments, confirming, canceling, and rescheduling them. This role involves verifying insurance and financial class, processing patient inquiries through various communication channels, and ensuring accurate documentation in the Electronic Health Record (EHR). The representative plays a crucial role in maintaining the quality of care provided to patients and is expected to work collaboratively with the team to achieve departmental goals.

Responsibilities

• Provide exceptional customer service to patients and staff using AIDET Standards.
• Answer telephone calls in a courteous and professional manner, following pre-designed scripts.
• Handle a high volume of inquiries from patients and internal/external customers.
• Schedule, cancel, and reschedule appointments according to guidelines.
• Provide directions to CHCCC locations upon request.
• Inform patients about clinical processes, referral processes, and financial programs.
• Verify patient insurance and inform patients about necessary information for financial programs.
• Perform data entry and update patient information in the EHR.
• Document patient messages accurately in the EHR.
• Communicate with providers and health center staff via the EHR system.
• Assist in appointment confirmation calls as needed.
• Monitor call queues to ensure timely responses.
• Meet departmental goals for call volume and service quality.
• Assist in training and mentoring new staff members.
• Conduct patient outreach and educate patients on CHCCC services.
• Adhere to safety policies and procedures, including infection control regulations.
• Demonstrate knowledge and skills necessary to provide care appropriate to the age of patients served.

Requirements

• High school diploma or GED equivalent required.
• Minimum one year of customer service experience, preferably in a healthcare setting, or completion of a Medical Assistant training program.
• Excellent verbal and written communication skills.
• Knowledge of medical terminology is desirable.
• Intermediate computer literacy, including proficiency in Microsoft Office programs.
• Ability to type at least 35 words per minute preferred.
• Current CPR (BLS-C) certification preferred.
• Possession of a valid California Driver's License (Class C) required.

Nice-to-haves

• Bilingual - ability to read, speak, and write in English and another language is desirable.
• Certificate in Medical Assisting from an accredited school is preferred.

Benefits

• Competitive hourly wage of $18.50 - $20.50 per hour.
• Opportunity to gain experience in a healthcare setting.