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Call Center Agent

POSITION TITLE:

Call Center Agent, bilingual

FLSA Status:     

Non-Exempt

REPORTS TO:  

Call Center Supervisor

ORGANIZATION

Ravenswood Family Health Center’s mission is to improve the health of the community by providing culturally sensitive, integrated primary and preventative health care to all, regardless of ability to pay or immigration status, and collaborating with community partners to address the social determinants of health.

POSITION SUMMARY            

Under the direct supervision of the Call Center Supervisor, the bilingual Call Center Agent operates a centralized multiple line telephone switchboard to connect incoming calls to staff and/or departments, answers questions, and provides information.

DUTIES AND RESPONSIBILITIES

To be performed in accordance with RFHN Policies and Procedures

  • Answer telephones in a prompt and courteous manner.
  • Assess the caller’s needs and transfer them to the appropriate person promptly and/or according to script.
  • Screen new patients for clinic registration, introducing them to the services at RFHC and/or MayView and explaining what information to bring to their registration visit.
  • Assist patients in scheduling and/or rescheduling appointments.
  • Schedule referral appointments to specialists, hospitals, and other clinics for RFHC and/ or MayView patients needing further evaluation.
  • Conduct follow-up calls for missed appointments, referrals and as requested by providers.
  • Make reminder calls to patients for upcoming appointments.
  • Will be cross-trained to back up the front desk if coverage is needed.
  • Provide translation services as needed.
  • Other duties as assigned and requested.

QUALIFICATIONS

  • High school diploma or GED with one-year work-related experience in a medical office setting is required.  Bilingual Spanish/English or Tongan/English is strongly preferred.
  • Work experience in the reception area of a doctor’s office or community clinic with knowledge of medical terminology is preferred.
  • Outstanding customer service abilities.
  • Basic knowledge of computers in a Windows-based environment.
  • Ability to speak clearly and concisely and to sensitively interact with patients and providers.
  • Commitment to support and implement the philosophy, goals, and objective of RFHN.

Qualified applicants, please submit resume to This email address is being protected from spambots. You need JavaScript enabled to view it. or fax to 650.321.8576.

Note:  Only qualified applicants will be contacted.  Please do NOT contact HR to ask for the status of your resume as those calls will not be returned.

Job Category : Call Center Agent
Job Location: Ravenswood Campus

About Us

Ravenswood Family Health Network is a federally qualified health center headquartered in the low-income East Palo Alto area of San Mateo County. Ravenswood sites are Federal Tort Claims Act (FTCA) deemed facilities. Ravenswood is a 501 (c)3 non-profit community-based Federally Qualified Health Center (FQHC).

Main Locations

Ravenswood Family Health Center 
1885 Bay Road, East Palo Alto, CA 94303

Ravenswood Family Dentistry
1807 Bay Road, East Palo Alto, CA 94303

MayView Sunnyvale Clinic
785 Morse Avenue, Sunnyvale, CA 94085-3010

MayView Mountain View Clinic
900 Miramonte Avenue, 2nd Floor, Mountain View, CA 94040

MayView Palo Alto Clinic
270 Grant Avenue, Palo Alto, CA 94306

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