Call Center Representative

1 week ago


Philadelphia, United States Resources for Human Development Inc Full time

Description:
**Job title**
- Call Center Representative_

**Job number**

FPCN -CCR-04232024

**Reports to**
- CALL CENTER MANAGER_

**Location**

Philadelphia, PA

**The Family Practice & Counseling Network (FPCN)** provides comprehensive primary care, dental and behavioral health services. We stand behind the belief that all people are entitled to accessible, comprehensive, quality, and affordable health care, and that care must be delivered in a culturally competent, trauma-informed and compassionate manner by caring for the whole person - mind, body & spirit. The network’s **mission** is to provide person-centered, integrated and comprehensive health services to individuals and families across their lifespan. The network promotes resiliency and well-being among patients, staff and surrounding communities.

The Network consists of three (3) federally qualified health centers (FQHC) in Philadelphia**:

- ** Abbottsford Falls Family Practice & Counseling** (Northwest Philly);
- ** Stephen & Sandra Sheller 11th Street Family Health Services of Drexel University **(North Philly); and
- ** Health Annex** (Southwest).

Today the FPCN serves more than 20,000 patients annually and is a NCQA certified Patient-Centered Medical Home and recognized by HRSA as a National Quality Leader for Behavioral Health.

**Position Summary**

**THIS IS NOT A REMOTE POSITION**
Reporting directly to the Call Center Manager, the Call Center Representative upholds FPCN mission and beliefs in connecting, directing and assisting callers in an accurate, convenient, professional and timely manner. FPCN Call Center Representatives are expected to project a professional company image through every direct phone interaction and uphold the network’s mission of trauma informed care.

**Essential Duties and Functions**
- Maintain patient confidentiality at all times in both written and verbal formats
- Answer all incoming calls and respond to patient requests and inquiries in a professional, accurately, and timely manner.
- Respond to all patient inquiries about insurances accepted, office hours, services, locations, exam fees, and other routine requests for information
- Manage phone calls coming in by directing calls to appropriate staff members and facilitating documentation of messages (electronic/EMR phone note or hand-written) according to the call flow.
- Make appointments efficiently and accurately for patients upon requests or as directed from practitioner/phone note using FPCNs appointment scheduling procedures.
- Complete reviews, confirms, reschedules or cancels patient appointments as directed
- Enter/confirm all patient demographics to ensure patient chart is complete; confirms all information entered into the system is correct which includes name, address, date of birth, telephone, insurance, etc.
- Identify, research, and resolves all patient call issues and appropriately transfers or refers concerns to staff and/or Manager when indicated.
- Communicate with other departments to resolve patient requests
- Possess exemplary knowledge of and enforce all Practice policies and procedures that impact the work of the receptionist and front desk. Adhere to OSHA guidelines.
- Assist in coordinating utilization of the Practice’s transportation services.
- Be an active participant/contributor in monthly supervision
- Other duties as assigned

**Requirements**:

- High School Diploma or GED required
- 1-3 years of customer service experience required
- COVID vaccination required
- Current CPR Certification

**Qualifications**
- Excellent communication and interpersonal skills a MUST;
- Bilingual (English/Spanish/French) preferred
- Healthcare and/or medical office/practice experience preferred and/or commensurate experience with patient scheduling, insurances & medical terminology;
- High volume call experience as a phone operator/receptionist in the medical field preferred
- Must be able to problem solve and multi-task in a fast paced, high volume patient environment
- Ability to navigate an electronic health record (EHR)
- Knowledge of insurance payers and patient eligibility verification preferred
- Critical thinking and multi-tasking skills required
- Knowledge of insurance carriers (MCO/Medicare/Medicaid) preferred
- Exhibit behaviors that align with RHD/FPCN’s organizational values, mission, and beliefs and avoid displaying behaviors that are in opposition to those values
- Highly responsible and reliable as well as courteous
- Unconditional ability to maintain patient confidentiality
- Exemplary organizational skills and ability to prioritize
- Support the Center’s commitment to the creation of a trauma-informed system of care that continually recognizes and responds to the impact of traumatic stress on all those who have contact with the organization, including children, adults, families, caregivers, and staff. Uphold the commitments that include: non-violence, emotional intelligence, social learning, open communication,



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