CUSTOMER COMMUNICATIONS REPRESENTATIVE

*This is a full-time, onsite position based in Downtown Los Angeles, with regular hours of 8:00 AM to 4:30 PM. The position requires working 1–2 Saturdays per month. Employees scheduled to work on a Saturday will receive another day off during the same week.*

About Eisner Health

Eisner Health is a mission-driven organization dedicated to improving the health and well-being of children, families, and communities throughout Los Angeles County. As a Federally Qualified Health Center (FQHC), we provide comprehensive, culturally responsive healthcare services at every stage of life, including primary care, pediatrics, women's health, behavioral health, dental, optometry, dermatology, pharmacy, laboratory services, and care coordination.

Position Summary

The Customer Communications Representative is responsible for managing incoming telephone calls, scheduling patient appointments, providing information about clinic services, and assisting patients and visitors. This position serves as a key point of contact for patients and staff, helping ensure that inquiries are handled accurately, professionally, and efficiently.

The ideal candidate is bilingual in English and Spanish, has strong customer service and communication skills, and can manage multiple responsibilities in a fast-paced healthcare environment while maintaining patient confidentiality and a courteous, patient-focused approach.

Essential Duties & Responsibilities

• Answer incoming telephone calls promptly and direct calls to the appropriate departments or staff.

• Respond to patient inquiries regarding clinic services, appointment availability, and scheduling.

• Schedule appointments for clinical and support services by telephone and in person.

• Review provider schedules, manage waiting lists, and coordinate appointment changes as directed.

• Confirm upcoming appointments by telephone or written notification.

• Greet patients and visitors, answer questions, and provide directions within the Center.

• Take messages and communicate them to the appropriate staff.

• Verify medical HMO insurance information as required.

• Mail registration forms to new patients before their scheduled appointments.

• Prepare and distribute appointment schedules to the appropriate departments.

• Compile weekly and monthly appointment reports as assigned.

• Perform filing, faxing, data entry, and other administrative duties.

• Provide coverage for departmental telephone and appointment desks as needed.

• Assist providers and staff with appointment-related questions and patient communication.

• Notify the appropriate supervisor when routine appointment wait times exceed two weeks.

• Maintain accurate records and protect the confidentiality of patient information.

• Communicate suggestions for improving customer service and departmental processes.

• Perform other duties as assigned.

Qualifications

• High school diploma or equivalent required.

• Fluency in English and Spanish, including the ability to read, write, and speak both languages.

• Knowledge of medical terminology.

• Experience using multi-line telephone systems, computers, and standard office equipment.

• Strong telephone etiquette, customer service, and interpersonal communication skills.

• Excellent organizational skills, attention to detail, and the ability to manage multiple tasks.

• Professional, courteous, and patient-focused approach when interacting with patients, visitors, and staff.

• Ability to learn the Center's computer and telephone systems within three months of hire.

• Ability to learn appointment scheduling and telephone operator procedures within three months of cross-training.

Benefits That Support You

• Paid Time Off (PTO): Accrual of 7.08 hours per pay period, with 26 pay periods per year.

• Paid Holidays: 9 paid holidays annually.

• Paid Jury Duty: 40 hours per year.

• Medical, Dental, and Vision Insurance: HSA-eligible and PPO options available.

• Flexible Spending Accounts: Healthcare, dependent care, and transportation.

• Employer-Sponsored Life Insurance and Long-Term Disability.

• Chiropractic and Acupuncture Coverage: 30 covered visits.

• 401(k) Retirement Plan: 3% employer contribution.

If you have strong bilingual communication skills and a commitment to professional, responsive customer service, we encourage you to apply

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