MA Call Center Operator

Why work for Ampla Health? 29729 Ampla Health provides the individuals and communities we serve with high quality, comprehensive, community health care that is accessible to all and culturally and linguistically appropriate. Great Benefits including Medical, Dental, and Vision 4 weeks paid time off to start. 9 paid holidays 401k and profit sharing Full time, Monday to Friday Great work/home life balance General Purpose The Call Center Operator is responsible for providing exceptional customer service and support to patients by telephone. This role manages inbound and outbound calls, schedules appointments, updates patient information, verifies insurance coverage, and assists patients with accessing services while ensuring accurate documentation in the Electronic Health Record (EHR). Essential Duties & Responsibilities Answer and manage high volumes of inbound and outbound calls in a professional and timely manner. Assist patients and callers by providing information, resolving inquiries, or directing calls to the appropriate department. Complete patient registration and update demographic information in the EHR. Document phone notes and patient interactions accurately within the EHR. Schedule, reschedule, and cancel patient appointments as needed. Verify insurance coverage, Medicare/Medi-Cal eligibility, managed care plans, and other program benefits. Inform patients of co-pays, share of cost, and other financial responsibilities. Verify pharmacy and other clinical information related to patient visits. Maintain daily EHR worklists and follow established communication protocols. Research issues, identify solutions, and provide excellent customer service. Perform other duties as assigned. Qualifications High School Diploma or GED required. Medical Assistant Certificate required. Minimum typing speed of 40 WPM. Proficiency in Microsoft Word and basic computer applications. Ability to navigate electronic health records and multiple computer systems. Bilingual in English/Spanish, English/Punjabi, or English/Hmong preferred. Strong customer service, organizational, and problem-solving skills. Qualities & Characteristics Professional, positive, and team-oriented attitude. Strong commitment to customer service and patient satisfaction. Maintains confidentiality and high ethical standards. Adaptable, dependable, and eager to learn. Supports the mission and values of Ampla Health. Working Conditions & Physical Requirements Primarily office-based environment with extensive telephone and computer use. Must be able to communicate effectively by phone and in person. Ability to lift up to 40 pounds and push up to 100 pounds (on wheels). Requires adequate vision, hearing, and manual dexterity to perform job duties. Ability to sit, stand, bend, kneel, reach, and move throughout the workday. May be exposed to contagious or infectious diseases in a healthcare setting.