Patient Contact Center Representative

PURPOSE

The purpose of this position is to be the first point of contact for all participants via health center lobby and call center phones. Providing a consistent superior customer service experience with the Health Center’s mission and vision. This position uses excellent customer service techniques, meets and greets patients; identifies and clarifies patients’ needs and desires, confirms patients scheduled appointment within the center to place an ID band on member’s wrist, assist with scheduling appointments by creating patient cases within the EMR including all relevant information needed, and answer all patients’ questions. Acts as the positive “face” of the health center as the main point of contact for participants and families.

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ESSENTIAL JOB FUNCTIONS AND DUTIES*

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Supports center operations by greeting, screening, asking surveillance questions, verifying appointments and giving direction to members in health center lobby as well as being equally knowledgeable when logged into the health center call queue and accepting queue calls

• Answers patients’ direct questions, or will coordinate with the appropriate resources and/or departments to provide the answer to our members
• Confirms patient’s eligibility
• Assists with check-in as needed
• May schedule appointments for patients; review appointment date, time, location, and provider name with participants
• Assists with all non-clinical inquiries and directs calls to all relevant locations within the Health Center or to an outside source where applicable
• Establishes and maintains effective working relationships with all personnel contacted in the course of duties
• Communicates with a wide variety of people from diverse socio-economic and ethnic backgrounds respectfully and effectively under stressful conditions
• Provides benefit plan and eligibility information to participants, providers, unions, employers and others, both over the phone and at the health center
• Utilizes effective listening skills to recognize and communicate issues to management including trends and anomalies
• Assists in escalating urgent or sensitive calls as designated in Provider Partner and Health Center protocols
• Acts as a liaison for the patients and the health center
• Assists participants to other departments as needed
• Assist with assigned special projects designated by Call Center Supervisor
• Sets goals in alignment and collaboration with departmental and organizational metrics
• Contributes ideas to plans and achieving department goals
• Performs other duties as assigned within the scope of responsibilities and requirements of the job
• Performs Essential Job Functions and Duties with or without reasonable accommodation

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ESSENTIAL QUALIFICATIONS*
MUST BE FULLY VACCINATED AGAINST COVID-19
Years of Experience and Knowledge

• 1 ~ 2 years of related experience minimum
• Working knowledge and experience in a health care environment preferred.
• Experience using standard office equipment such as phones, copiers and facsimiles
• Understands medical and insurance terminology
• Knowledge of patient rights and age specific patient care practices
• Knowledge of OSHA and Infection control policies and practices; handling, storage, use and disposal of hazardous materials

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*Education, Licenses, and Certifications

• High School Diploma or Equivalent
• Associate's degree in related field or equivalent work experience preferred

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Skills and Abilities*

• Skills:

• Strong customer service and oral communication skills
• Intermediate level computer skills in Microsoft Office (PowerPoint, Word, Outlook)
• Using standard office equipment such as phones, copiers and facsimiles
• Typing and ten key
• Effective, efficient and safe use of equipment
• Understands office and call center theories and principles
• Able to follow departmental and health center safety practices and procedures
• Bi- or Multi- lingual skills (written and verbal): preferred

• Excellent written and verbal communication skills.
• Excellent critical thinking skills.
• Ability to work independently in a time-oriented environment
• Abilities/Attributes

• Must be open-minded, non-judgmental and compassionate
• Must be flexible and comfortable with ambiguity, eager to work in a dynamic environment and willing to learn new skills
• Must demonstrate excellent interpersonal communication skills both in-person and by phone
• Must have the ability to work well both as a member of a team and independently
• Mobility to work in a typical clinical setting and use of standard equipment
• Stamina to remain seated or standing, and maintain concentration for extended periods of time
• Vision to read printed materials, and various electronic screens and monitors
• Hearing and speech to communicate effectively in person and over the telephone.
• Ability to perform basic mathematical computations
• Manage competing deadlines and multiple projects in a fast-paced environment
• Strength and agility to exert up to 20 pounds of force occasionally, and/or up to 10 pounds of force frequently

Job Type: Full-time