Lead Call Center Representative in Philadelphia, Pennsylvania

Reference #: 2844554
Description
Job title
Lead Call Center Representative

Report to
Reporting directly to the Call Center Manager, the Call Center Lead upholds FPCN mission and beliefs of FPCN. FPCN Call Center Lead is expected to project a professional company image through  every interaction with both patients and staff.
Position Summary
Reporting directly to the Call Center Manager; the Call Center Representative upholds FPCN mission and beliefs of FPCN 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.
Team members are expected uphold the health center mission by assuring that patients receive health care that is competent, caring, and meets with a high degree of satisfaction. In addition, staff must support FPCN’s commitment to an anti-racist and 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.
Team members are expected uphold the health center mission by assuring that patients receive health care that is competent, caring, and meets with a high degree of satisfaction. In addition, staff must support FPCN’s commitment to an anti-racist and 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.
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
Lead Call Center Representative:
Conducts triage via telephone
Assist Call Center Manager to define job responsibilities and scheduling for above staff
Assists the Call Center Manager in training call center staff
Ensures the Call Center Representatives are following FPCNs patient scheduling policy and call flow
Ensures the Call Center Representatives are performing and documenting all required tasks
Assists Call Center Manager in devising ways to optimize procedures and keep staff motivated
Answering all questions from call center representatives on best practices and/or challenging calls
Provides communication and follow up to ensure representatives are fully informed of all new information
Maintains harmony among workers and resolves grievances
Perfo ms Call Center Representative responsibilities:
Assisting in coordinating utilization of the Practice’s transportation services.
Qualifications
High School Diploma or GED required
5 years of customer service experience required
Ability to remain calm and courteous under pressure and navigate tense situations
Ability to accurately and efficiently triage medical issues
A smile in your voice, a sense of humor required
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, social responsibility, democracy, and growth and change. Specifically:
Demonstrate cultural competence/proficiency in interactions with others by treating co-workers, colleagues and those receiving service with respect and fairness at all times.
Awareness and sensitivity of structural conditions and power dynamics involved in systems of oppression embedded in health care that impacts health
Ability to build and maintain positive and professional relationships based on respect, trust, and safety.
Ability to create a space for staff and those we serve to feel physically and emotionally safe.
Ability to support individuals on their paths to recovery and healing and resist re-traumatization of staff and patients.
Demonstrate exemplary problem-solving, communication, interpersonal, and conflict resolution skills.
Ability to work effectively as a team member
Requirements
Physical requirements
Lifting Requirements
Sedentary: exerting up to 10 pounds of force occasionally, and/or a negligible amount of force frequently or constantly to left, carry, push, pull or move objects (including self). Most work involves sitting majority of the time.
Physical Requirements
Stand or Sit (stationary position)
Walk
Use hands or fingers to handle or feel (operate, activate, prepare, inspect, position)
Climb (stairs/ladders)
Talk/Hear (communicate, converse, convey, express/exchange information)
See (detect, identify, recognize, inspect, assess)
Pushing or Pulling
Repetitive Motion
Reaching (high or low)
Kneel, Stoop, Crouch or Crawl (position self, move)

Program Summary:
Family Practice and Counseling Network