Duties may include but are not limited to the following:Greets patients on the phone; determines how incoming calls should be routed; directs people to appropriate locations, service, or information sources; answers routine questions; explains routine procedures, processes, or departmental activities; schedules appointments; obtains factual information to create or update files and charts; assures federal and state confidentiality measures are followed; (MOA II: refers clients/patients to appropriate resources);Compiles routine reports, records, and charts by extracting and/or tabulating information from a variety of sources such as files, reports, notes, logs, correspondence, and/or verbal instruction; (MOA II/ III: identifies variations in data);Reviews and manages patient schedules to anticipate for missed opportunities, scheduling errors, registration form updates, insurance eligibility, and co-payments;Handles high volume of patients' phone calls, internal/externals customers, and frequent changes, delay or unexpected events;Communicates with patient care team to ensure that patient care needs are addressed;Accurately enters and updates demographic and payer data in practice management system (i.e. Cerner);Verifies coverage and payer eligibility, which may include programs, private insurances, and Medi-Cal. Performs financial screenings for program eligibility;May assist patients in coordinating appointments with diagnostic or specialty services;Demonstrates culturally sensitivity and competence with patients;Prepares, validates, processes, and/or checks a variety of documents for completeness, accuracy, and submission standards;Transfers professional and technical instructions to patient or program files; researches reference materials to respond to client or coworker inquiries;Types a variety of documents such as correspondence, standard forms, charts, proposals, specifications, and reports from written, recorded, and/or printed sources and/or verbal instructions; proofreads typed materials for correct grammar, spelling, and punctuation; (MOA II/ III: may transcribe medical documents); Operates a variety of automated office equipment including computers;Creates and sends messages to clinic staff, depending on patients' needs; and. Performs other related duties as required. Typical Qualifications These are entrance requirements to the exam process and assure neither continuance in the process nor placement on an eligible list. EDUCATION, TRAINING, and EXPERIENCE:Call Center Representative I - Some customer service and/or clerical experience which has led to the acquisition of the required knowledge, skills, and abilities. The required knowledge, skills, and abilities also can be obtained by six (6) months of paid and/or volunteer experience involving high volume public contact in a fast-paced work environment OR a certificate from an approved medical assistant training program. The certificate must be provided to the appointing authority at the time of appointment. Call Center Representative II - Considerable customer service and/or clerical experience which has led to the acquisition of the required knowledge, skills, and abilities. The required knowledge, skills, and abilities also can be obtained by one (1) year of customer service and/or clerical experience and/or training in clerical occupational fields which included six (6) months of experience in a medical or mental health office environment that required knowledge and use of medical terminology and procedures. Call Center Representative III - Progressively responsible clerical experience in a medical service delivery area which has led to the acquisition of the required knowledge, skills, and abilities. The required knowledge, skills, and abilities also can be obtained by two (2) years of clerical experience, one (1) of which must have been in a health care setting that required knowledge and use of medical terminology and procedures. Necessary Special Requirements:Must be able to read, speak, and write in both English and Spanish. Must be able to type a minimum of 40 words per minute. Desired:Experience working in a call center where a high volume of calls are received daily. Experience with the registration of patrons, customers, clients, or guests. Experience working in a clinical setting Knowledge, Skills, and Abilities:Working to thorough knowledge of: medical office operations, methods, and practices; medical terminology and procedures; filing systems and procedures; record maintenance systems; report compilation; and public contact techniques. Working to thorough knowledge of: the operations, procedures, and practices used in support of the function to which assigned; techniques to expedite or improve clerical tasks and record processing; and correct English usage, spelling, grammar, and punctuation. Working to thorough skill (depending on assignment) in: demonstrating a certain prescribed proficiency in typing or equivalent word processing or data entry and/or taking and transcribing dictation (levels II/ III). Working to thorough ability to: perform and coordinate difficult and responsible clerical work with little or no direct supervision; set-up and maintain records and filing systems; extract information from a variety of sources; operate a variety of automated office equipment; accurately perform and proof the transfer of information from one document to another, comparing the data from two or more sources for accuracy and completeness; perform basic arithmetic calculations; establish and maintain cooperative working relationships; and understand, follow, and convey written and verbal information/instructions. Working Conditions:Positions may involve moderate to heavy public contact, including ambulatory or non-ambulatory patients in an outpatient or inpatient medical service delivery area.