Call Center Representative-Lead Bilingual (Spanish/English )

Career Opportunities @Phmc•Philadelphia, PA

13h

About The Position

The representative is responsible for managing calls and scheduling appointments for the 5 Federally Qualified Health Centers of Public Health Management Corporation. Excellent customer skills are important as this position is often the first contact patients have with the Health Centers and plays a large part in the impressions established. The representative reports to the Health Network Strategy and Special Programs Manager. The Call Center Representative-Lead Bilingual (Spanish/English) will demonstrate the ability to navigate Allscripts, possess knowledge of all scheduling call processes, and provide accurate and appropriate physician/service referrals/appointments. They will schedule all patient appointments in the appropriate software, transfer patients appropriately back to the Center for proper handling (e.g., RN, NP), and provide quality customer service to each caller. This role involves interacting with co-workers, visitors, and other staff consistently with the core values of PHMC. The representative will answer inbound patient calls promptly and professionally, complete outbound calls as needed (including appointment confirmations and follow-ups), and perform patient preregistration for scheduled visits by E-verifying insurance eligibility in EPIC OCHIN and accessing various insurance portals to confirm eligibility. This includes updating patient profiles and ensuring demographic and insurance information is accurate and current. They will review and process patients’ requests via the “MyChart Work Queue,” run the 3rd, next availability appointment report weekly for insurance companies and leadership, and review and process the Pre-registration workflow, submitting a weekly Excel spreadsheet. Primarily responsible for scrubbing the providers’ schedules and completing the pre-registration process before patients’ visits. This role is also responsible for training the Call Center Agents on the various work queues and insurance portals, handling all complex Spanish-speaking inquiries, and serving as a translator for the Call Center. All interactions and updates must be documented accurately in EPIC EMR following organizational policies. Calls will be routed appropriately, and urgent issues will be escalated to the correct department. Maintaining confidentiality of patient information in compliance with HIPAA is crucial. PHMC Compliance Responsibilities include understanding and adhering to PHMC compliance standards, keeping abreast of pertinent federal, state, and PHMC regulations, laws, and policies, complying with HIPAA and Confidentiality Policies and Procedures, complying with Department of Public Health (DPH), The Joint Commission, and other accreditation and regulatory agencies' standards, adhering to all PHMC and site-specific Policies and Procedures, and demonstrating knowledge and adherence to Infection Control and Environment of Care Guidelines and Procedures.

Requirements

Bilingual in English and Spanish is required.
Excellent verbal and written communication skills.
Superior Customer Service and Telephone Skills.
Ability to handle multiple phone lines.
Excellent listening and conflict resolution skills.
Ability to effectively adapt and respond in a complex, fast-paced environment.
Substantial knowledge of Microsoft Office, including Outlook, PowerPoint, Excel, and Word.
Ability to Type and Use a Computer.
Experience in a Healthcare Environment, or Appointment Scheduling.
Sound Judgment, Critical Thinking, Pleasant Telephone Voice.
Ability to prioritize and organize work day to meet the changing needs of the program and clients.
Ability to work within a team framework and respond positively to team members' concerns.
Ability to track work to completion and compile reports.
A minimum of two (2) years of customer service/ inbound and outbound call center experience is required.
High School Diploma required.

Nice To Haves

Healthcare background a plus.

Responsibilities

Manage calls and schedule appointments for the Federally Qualified Health Centers.
Provide accurate and appropriate physician/service referrals/appointments.
Schedule all patient appointments in the appropriate software.
Transfer patients appropriately back to the Center for proper handling (e.g., RN, NP).
Provide quality customer service to each caller.
Answer inbound patient calls promptly and professionally.
Complete outbound calls as needed, including appointment confirmations and follow-ups.
Perform patient preregistration for scheduled visits by E-verifying insurance eligibility in EPIC OCHIN and accessing insurance portals.
Update patient profiles and ensure demographic and insurance information is accurate and current.
Review and process patients’ requests via the “MyChart Work Queue.”
Run the 3rd, next availability appointment report weekly.
Review and process the Pre-registration workflow and submit a weekly Excel spreadsheet.
Scrub providers’ schedules and complete the pre-registration process before patients’ visits.
Train Call Center Agents on work queues and insurance portals.
Handle all complex Spanish-speaking inquiries.
Serve as a translator for the Call Center.
Document all interactions and updates accurately in EPIC EMR.
Route calls appropriately and escalate urgent issues.
Maintain confidentiality of patient information in compliance with HIPAA.
Understand and adhere to PHMC compliance standards.
Keep abreast of all pertinent federal, state, and PHMC regulations, laws, and policies.
Comply with HIPAA and Confidentiality Policies and Procedures.
Comply with Department of Public Health (DPH), The Joint Commission, and other accreditation and regulatory agencies' standards.
Adhere to all PHMC and site-specific Policies and Procedures.
Adhere to Infection Control and Environment of Care Guidelines and Procedures.