Call Center Representative fpcn-ccr-04232024 - Philadelphia, United States - Resources for Human Development Inc

Resources for Human Development Inc

Verified Company

Philadelphia, United States

3 weeks ago

Posted by:

Mark Lane

beBee recruiter

Description

:

Job title

Call Center Representative_

Job number
FPCN -CCR

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 handwritten) 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
13 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 multitask 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 multitasking 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 traumainformed 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,