Call Center Representative I/II/III – Bilingual Required

Description

What We Offer

The County of Ventura offers an attractive compensation and benefits package. Aside from our base salary range, an employee within this position will also be eligible for the following:

• A general salary increase of 3.5% effective December 22, 2024.
• Educational Incentive: An educational incentive of 2.5% for completion of an associate degree, 3.5% for completion of a bachelor’s degree, OR 5% for completion of a graduate degree.
• Bilingual Incentive: Some positions may be eligible for bilingual incentive depending on the applicable memorandum of agreement and the needs of the department. To qualify for this incentive, incumbents in eligible positions must take and pass the applicable bilingual fluency examination.
• Deferred Compensation: Eligible to participate in the County’s 401(k) Shared Savings Plan and/or the Section 457 Plan. This position is eligible for up to a 3% match on your 401(k) contributions.
• Health Plans: You are afforded a flexible credit allowance for purchasing medical, dental, and/or vision insurance from a group of authorized plans.
• Flexible Spending Accounts: Pre-tax benefit towards eligible medical, dental, and vision care expenses.
• Pension Plan: Participation in the County’s defined benefit pension plan. If eligible, you may establish reciprocity with other public retirement systems such as CalPERS.
• Holidays:12 paid days per year which includes a scheduled floating holiday.
• New Hire/Retention/Referral Incentives: Subject to the applicable section of the SEIU 721 MOA 2022-2025 (Secs. 3801 – 3803):
• Employee Referral Incentive: In compliance with specific requirements, a regular employee may be eligible for an Employee Referral Incentive of $500.
• New Hire Incentive: In compliance with specific requirements, a regular employee may be eligible for a New Hire Incentive of $1,500.

Ambulatory Care is a system of primary care and specialty care medical clinics conveniently located throughout the County of Ventura. In keeping with the mission of the Ventura County Health Care Agency, the team of dedicated physicians, nurses and other health care professionals seek to set the standard in health care excellence.

Ambulatory Care provides care on an outpatient basis at all levels. When seeking preventative care such as annual physicals and obtaining flu vaccinations or are in need of routine care; having lab work drawn and reviewed; or are in need of complex care for chronic medical conditions, Ambulatory Care is the medical home to meet patients’ needs. Their goal is to have healthy people in healthy communities throughout Ventura County.

Under direct supervision (Call Center Representative I), general supervision (Call Center Representative II), or direction (Call Center Representative III) performs a variety of customer service and clerical duties in support of a health or medical care delivery office or program. Support activities may include assisting the public, records maintenance, document production and/or case management/processing.

The Per Diem Pool (PDP) classifications are distinguished from the Regular classifications in that incumbents in these classifications receive limited benefits. They will receive shift differential, standby, and callback premium pay and will participate in the Ventura County Employees’ Retirement Association if they are assigned a work schedule of 64 hours or more biweekly. Incumbents hired into these positions are not guaranteed any specific number of work hours per biweekly pay period, and management has the authority to relieve them from duty when there is insufficient work.

Distinguishing Characteristics:

Call Center Representative I/: This is the entry level classification in this job series. Incumbents perform routine clerical and/or manual tasks with simple, clear cut instructions involving no more than a few steps per task and possess some program knowledge (i.e., medical terminology and medical office operations).

Call Center Representative II: This is the journey level classification in this job series. Incumbents perform a variety of clerical duties according to established criteria and prescribed procedures. Some independent judgement is required in choosing among alternative courses of action in mostly standardized operations or routine situations.

Call Center Representative III: This is the advanced journey level classification in the series. Incumbents perform clerical duties requiring application of specialized program knowledge of ongoing operations and services, support duties requiring interpretation of rules and regulations, and assessment of individual circumstances to determine appropriate course(s) of action.

PAYROLL TITLE: Medical Office Assistant I/II/III and Medical Office Assistant I/II/III – PDP

APPROXIMATE SALARIES:

Medical Office Assistant I – $16.87 – $22.37 per hour

Medical Office Assistant II – $17.62 – $24.64 per hour

Medical Office Assistant III – $18.93 – $26.47 per hour

Medical Office Assistant I – PDP – $20.39 per hour

Medical Office Assistant II – PDP – $21.84 per hour

Medical Office Assistant III – PDP – $24.76 per hour

DEPARTMENT/AGENCY: Health Care Agency – Ambulatory Care – Call Center

VETERAN’S POINTS: Medical Office Assistant I and II are trainee/entry level classifications, and Veteran’s Points may apply to eligible applicants. Documentation of military service must be submitted prior to close of recruitment in order to receive points.

Medical Office Assistant (all levels) are represented by the Services Employees International Union (SEIU) and are eligible for overtime compensation.

The eligible list established from this recruitment may be used to fill current and future Regular (including Temporary and Fixed-term), Intermittent, and Extra Help vacancies for these positions only. There are multiple vacancies, including Per Diem.

NOTE: If appointed at the lower level, incumbent may be promoted to the higher level without further examination upon meeting the minimum requirements, demonstrating satisfactory performance, and in accordance with the business needs of the department.

TENTATIVE SCHEDULE 

OPENING DATE: Wednesday, November 27, 2024

CLOSING DATE: Continuous and may close at any time; therefore, the schedule for the remainder of the process will depend upon when we receive a sufficient number of qualified applications to meet business needs.

REVIEW OF APPLICATIONS: Applications will be reviewed on a weekly basis beginning the week of December 2, 2024.

Examples Of Duties

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/PDP

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/PDP

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/PDP

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 (MOA 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.

Recruitment Process

FINAL FILING DATE: FINAL FILING DATE: This is a continuous recruitment and may close at any time; therefore, apply as soon as possible if you are interested. Your application must be received by County of Ventura Human Resources in Ventura, California, no later than 5:00 p.m. on the closing date.

To apply on-line, please refer to our web site at https://hr.ventura.org/. If you prefer to fill out a paper application form, please call (805) 654-5129 for application materials and submit them to County of Ventura Human Resources, 800 South Victoria Avenue, L-1970, Ventura, CA 93009.

Note to Applicants: It is essential that you complete all sections of your application and supplemental questionnaire thoroughly and accurately to demonstrate your qualifications. A resume and/or other related documents may be attached to supplement the information in your application and supplemental questionnaire; however, it/they may not be submitted in lieu of the application.

LATERAL TRANSFER OPTION: If presently permanently employed in another “merit” or “civil service” public agency/entity in the same or substantively similar position as is advertised, and if appointed to that position by successful performance in a “merit” or “civil service” style examination, then appointment by “Lateral Transfer” may be possible. If interested, please click here (Download PDF reader) for additional information.

SUPPLEMENTAL QUESTIONNAIRE – Qualifying: 

All applicants are required to complete and submit the questionnaire for this exam AT THE TIME OF FILING. The supplemental questionnaire may be used throughout the exam process to assist in determining each applicant’s qualifications and acceptability for the position. Failure to complete and submit the questionnaire may result in the application being removed from consideration.

APPLICATION EVALUATION – Qualifying: 

All applications will be reviewed to determine whether the stated requirements are met. Those individuals meeting the stated requirements will be invited to the written examination.

WRITTEN EXAM – 100%: 

An un-proctored, online, and internet-based written exam will be administered the test applicants’ knowledge of Office Practices, Reading Comprehension, Punctuation/Grammar/Spelling, Customer Service Skills, and Medical Terminology. Applicants must earn a score of seventy percent (70%) or higher to qualify for placement on the eligible list.

Applicants successfully completing the exam process may be placed on an eligible list for a period of one (1) year.

BACKGROUND INVESTIGATION

A thorough pre-employment, post offer background investigation which may include inquiry into past employment, education, and driving record may be required for this position.

For further information about this recruitment, please contact Melissa Rodriguez by e-mail at melissa.rodriguezm@ventura.org or by telephone at (805) 654-2556.

EQUAL EMPLOYMENT OPPORTUNITY

The County of Ventura is an equal opportunity employer to all, regardless of age, ancestry, color, disability (mental and physical), exercising the right to family care and medical leave, gender, gender expression, gender identity, genetic information, marital status, medical condition, military or veteran status, national origin, political affiliation, race, religious creed, sex (includes pregnancy, childbirth, breastfeeding, and related medical conditions), and sexual orientation. 

Service Employees International Union (LOCAL 721)

(SEIU)

To learn more about Benefits, Retirement, and the Memorandum of Agreement (MOA), see links below.

• Benefits website or you may call (805) 654-2570.
• Retirement FAQ’s (Download PDF reader)
• Memorandum of Agreement

Union Code: UPP

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