Lead Call Center Representative

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.

Program Summary

The Family Practice & Counseling Network (FPCN) provides comprehensive primary care, dental and behavioral health services. We stand behind the belief that health care is right, not a privilege and that all people are entitled to accessible, comprehensive, quality, and affordable health care. Care must be delivered in a culturally competent, antiracist, 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.

We are a network of 3 comprehensive health centers, one convenient care center and six school-based health centers in Philadelphia.

Today, FPCN serves more than 15,000 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

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
• Performs 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, a program of Resources for Human Development, is a network of community health centers providing comprehensive primary care, dental and behavioral health services. The Network consists of four health centers in Philadelphia - Abbottsford-Falls Family Practice & Counseling in the Northwest, the Stephen and Sandra Sheller 11th Street Family Health Services of Drexel University in the North, the Health Annex in the Southwest, and Annex West Health Center in West Philly housed in Action Wellness building (formerly Action AIDS). Today the Network serves more than 20,000 patients annually and is an NCQA certified Patient-Centered Medical Home, and recognized by HRSA as a National Quality Leader for Behavioral Health.

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. Network services are targeted to the surrounding communities and the advisory committee that guides services primarily consists of people from the communities served.

RHD employees and programs in the City of Philadelphia are required to follow the COVID vaccine mandate. The City of Philadelphia has issued an Emergency Regulation Governing the Control and Prevention of COVID-19 Mandating Vaccines for Healthcare Workers and In Higher Education, Healthcare, and Related Settings ("Vaccine Mandate Regulation"), which mandates vaccine for healthcare workers and in higher education, healthcare, and related settings. This mandate became Effective on August 16, 2021 and requires Healthcare Workers and certain workers at Healthcare Institutions to be fully vaccinated by October 22, 2021. Fully vaccinated means it has been two weeks since the final dose of vaccine. Thus, we now require vaccination prior to start for all new hires.

Resources for Human Development is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, age, religion, gender, gender identity, sexual orientation, national origin, genetic information, veteran, or disability status.