Patient Contact Center Representative II

4 days ago


Seattle, Washington, United States Neighborcare Health Full time
About the Role

Neighborcare Health is seeking a highly skilled and compassionate Patient Contact Center Representative II - Lead to join our team. 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 Electronic Health Record (EHR) system.
  • Provide knowledgeable support to patients via telephone interactions, striving to deliver patient engagement, education, and confidence in Neighborcare Health services.
  • Resolve patient requests in one call/contact or successfully manage prolonged or complex issues, with a focus on managing the customer experience and emotion.
  • 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, acting as a first-level technical response to questions such as password reset, log-in issues, appointment confirmation, and information in medical records.
  • Adhere to contact center processes and workflow with an attention to quality improvement.
  • Recognize when customers are frustrated or may require education or instruction beyond the issue presented, assisting with identified needs.
  • Meet or exceed contact center performance standards and metrics, focusing on quality, accuracy, and timeliness.
  • Achieve and maintain a minimum call-per-hour productivity standard.
Requirements
  • High school diploma or equivalent.
  • 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.
Preferred Qualifications
  • Familiarity with health insurance.
  • Comfort with large datasets.
  • Use of customer relationship management tools.
  • Bilingual skills.


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