Wenatchee, Washington.
Wenatchee Location
285 Technology Center Way, Suite 144 Wenatchee, WA 98801 Phone: 509-888-4563 Fax: 509-888-4569 Email: services@jriva.comEmployment Opportunities
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Call Center Representative / Quality Monitor
CALL CENTER REPRESENTATIVE/QUALITY MONITOR MUST BE BILINGUAL (SPANISH)
RECRUITERS DO NOT CONTACT THIS JOB POSTER. NO RECENT GRADUATES- YOU MUST HAVE EXPERIENCE AND BE FLUENT IN SPANISH (ABLE TO SPEAK, READ AND WRITE) TO APPLY TO THIS POSITION.
Job Summary/Objective:
The call center representative/quality monitor job duties are diverse. The representative has multiple responsibilities including performing general functions of a call center representative and performing quality reviews as designated by Management Team. The quality monitor duties are to monitor encounters (telephone, video & onsite) on a consistent basis to ensure adherence to protocols, script, appropriate documentation, and professionalism. This includes scoring performance of interpreters and call center representatives, completing monitoring score sheets, tracking results in an Excel spreadsheet, providing verbal feedback and generating reports.
Essential Functions and Responsibilities:
- Assists clients with initiation and execution of interpretation, appointments, referrals and outreach to members or patients
- Monitors and evaluates quality of work performed by staff to ensure that high standards of customer service are maintained
- Create and update reports as needed
- Complete monitoring score sheets and track results in Excel
- Stay abreast of changes to encounter procedures
- Participate in call center training
- Ensure information is accurately interpreted and communicated
- Demonstrates interpreter competencies
- All other responsibilities as assigned
- Position requires working with interruptions, changing priorities and presence on various shifts including weekends and holidays.
- High School Diploma or equivalent
- Medical Assistant Certificate
- Senior or Lead Medical Assistant / LPN / or Medical Office Manager
- Bilingual – Fluent in Spanish and in English (able to speak, read and write)
- Proficiency in the use of applicable computer software
- Effective interpersonal and communication skills
- Ability to type 35 words per minute
- Ability to pass tests showing proficiency in above requirements including ability to work in a Multilingual/
- Multicultural population
- Experience in HEALTH CARE
- Knowledge of MEDICAL TERMINOLOGY
- Ability to handle varied schedules – Flexibility needed with some weekends and holidays
- Ability to travel – Position requires traveling for offsite appointments
- Must have reliable car, valid driver’s license and proof of insurance and a good driving record
- Salary compensation based on education and/or experience
Bilingual Medical Assistant / Medical Interpreter
Tele- service Representative / Medical Interpreter (TSR/MI) provide onsite and Medical Communication Center (MCC) services for clients, patients, healthcare providers and contracted agencies.
ON SITE INTERPRETATION
- Provides onsite interpretation services
- Requires travel to and from contracted facilities
- Conducts medical and general interpreting for patients and health care providers
- Assess and monitors understanding of information conveyed
- Records and monitors interpretation activities according to company standards
- Communicates clearly. May be required to translate written documents. Facilitates partnership relations with clients, patients healthcare providers, agencies and community
- Assists patients to obtain medical service by scheduling primary care and selected specialty appointments
- Assists physicians with initiation and execution of appointments, faxing prescription and referrals
- Receives phone calls and verifies identity and eligibility of callers.
- Understands request and schedules appointments for medical treatment
- Completes documentation in the record according to established workflow
- Transfers calls to medical advice nurse or healthcare provider’ offices
- Provides information about location of medical centers, pre-appointment preparation and related patient benefit information
- Assist patients and clients with outbound calls as needed
- Makes changes to callers’ address or other demographic information as needed
- Makes outbound calls and receives calls to / from new patients and healthcare providers and agencies as necessary
- Schedules video conferencing meetings
- Assists providers by faxing prescriptions and referrals as needed
- Initiates on-line meetings and provides introduction of patient to physician
- Performs other related administrative / MA duties as directed
- 1 (one) year experience working in the medical field as a medical assistant
- Spanish and English in written and spoken language is a MUST
- HIGH SCHOOL diploma or equivalent
- MA Certificate or Diploma REQUIRED
- Proficiency in the use of applicable computer software
- Effective interpersonal and communication skills
- Ability to type 35 WPM
- Ability to pass tests showing proficiency in above requirements including ability to work Multilingual / Multicultural population
- Medical Terminology
- Must have valid state license and motor vehicle insurance coverage and vehicle
- Must have 1 year of Medical Assisting WORKING experience
- Flexibility needed with some weekends
- Varied schedules
- Medical Assisting (CLINICAL): 1 year
- Drivers License
- High school or equivalent
- Spanish