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Seattle, Washington, United States Neighborcare Health Full time{"title": "Patient Contact Center Representative", "description": "Job SummaryWe are seeking a highly skilled Patient Contact Center Representative to join our team at Neighborcare Health. As a key member of our customer service team, you will be responsible for providing exceptional patient engagement and support to our patients in a virtual call center...
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Patient Contact Center Representative II
2 months ago
We are seeking a highly skilled and compassionate Patient Contact Center Representative II to join our team at Neighborcare Health. As a key member of our virtual call center, you will provide exceptional customer service and patient engagement to low-income and underserved populations.
Key Responsibilities- Handle a high volume of clinical calls in an inbound, fast-paced contact center environment.
- Utilize data spreadsheets and applications to make outbound calls and schedule new and returning appointments in the EHR.
- Provide knowledgeable support to patients via telephone interactions, striving to engage, educate, and inspire confidence in Neighborcare services.
- Resolve patient requests in one call/contact or successfully manage prolonged or complex issues, prioritizing the customer experience and emotional support.
- Gather information for accurate documentation of calls and enter into the proper database, verifying and updating necessary information at the point of scheduling.
- Coordinate with internal eligibility department to ensure applications for coverage are initiated prior to appointment.
- Coordinate and utilize Interpreter Services as needed.
- Identify, research, and resolve patient questions and inquiries regarding the patient portal, serving as the first-level technical response to questions such as password resets, log-in issues, appointment confirmations, and medical record discrepancies.
- Adhere to contact center processes and workflow with a focus on quality improvement.
- Recognize and address customer frustration or educational needs, providing assistance and support as necessary.
- Meet or exceed contact center performance standards, prioritizing quality, accuracy, and timeliness.
- Achieve and maintain a minimum call-per-hour productivity standard.
- High school diploma or GED.
- One (1) year of general office experience or experience in a customer service setting.
- Basic PC skills in MS Windows environment, 10-key, and typing.
- Working knowledge of electronic health records (EHRs) and practice management systems.
- Basic or limited familiarity with medical terminology.
- Familiarity with health insurance.
- Comfort with large datasets.
- Experience with customer relationship management tools.
- Bilingual skills.
At Neighborcare Health, our mission is to provide comprehensive healthcare to families and individuals who have difficulty accessing care, responding with sensitivity to the needs of our culturally diverse patients, and advocating and working with others to improve the overall health status of the communities we serve.
We are committed to our service commitments, which include serving patients, serving each other, providing a warm welcome, caring, respecting, working together, and building trusting relationships.
We are an equal opportunity employer and welcome applications from diverse candidates. Compensation will be determined based on years of relevant experience, with a wage range of $19.97 to $27.25. Full job description will be provided during the interview process.
