Asian Pacific Health Care Venture, Inc.

Call Center Representative

• Answer incoming telephone calls for APHCV.
• Retrieve telephone messages and follows up with appropriate actions.
• Be responsible for testing the automated reminder call system on a weekly basis.
• Run eligibility for new patients with managed care Medi-Cal insurance and instructs patients accordingly.
• Screen telephone calls to ensure routing to the appropriate department or individual.
• Make calls to reschedule and/or cancel appointments when necessary.
• Conduct reminder calls.
• Task Triage Nurses and Referral Nurses and also respond to the various tasks accordingly.
• Utilize the Telephone Call template to document pertinent information and communication activities related to the patient’s call in a timely manner per policy and procedure.
• Ensure complete and accurate data entry during telephone patient registration process.
• Create globe account when scheduling an appointment for new patients (search and verify the patient information before creating new globe account to avoid duplication of records).
• Create patient chart for IPA member and non-IPA member upon receiving tasks from On Call provider, Triage Nurse or Medical Records unit.
• Create and deactivates NextGen EPM alerts as needed.
• Utilize park, paging and voicemail systems to ensure proper routing of telephone calls.
• Provide general information about APHCV e.g. directions, scope of services, available programs and etc.
• Attend and participate in clinic staff meetings and trainings: always come prepared with a notebook and a pen.
• Respond to Patient Portal messages.
• Conduct patient recall (such as inactive 13-month, CHDP, etc.) via i2itrack system and health plan member list.
• Change and update Primary Care Provider for patients.
• Forward patient’s concern and feedback to appropriate personnel within APHCV for resolution and optimization of clinic efficiency.
• Performs other duties as assigned by supervisor(s).

Call Center Operator I, Bilingual – Khmer