Call Center Representative-Lead

Public Health Management Corporation•Philadelphia, PA

22h

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.

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

Demonstrate ability to navigate Allscripts
Knowledge of all scheduling call processes
Provide accurate and appropriate physician/service referrals/appointments, and scheduling of all patient appointments in the appropriate software.
Transfer patients appropriately back to the Center for proper handling, i.e., RN, NP, etc.
Provide quality customer service to each caller.
Interacts with co-workers, visitors, and other staff consistently with the core values of PHMC.
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 the various insurance portals to confirm eligibility, including updating the patients’ profiles and ensuring 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 for insurance companies and leadership.
Review and process the Pre-registration workflow and submit a weekly Excel spreadsheet.
Primarily responsible for scrubbing the providers’ schedules and completing the pre-registration process before patients’ visits.
Responsible for training the Call Center Agents on the various work queues and the insurance portals.
Responsible for handling all complex Spanish-speaking inquiries.
Serve as a translator for the Call Center.
Document all interactions and updates accurately in EPIC EMR following organizational policies.
Route calls appropriately and escalate urgent issues to the correct department.
Maintain confidentiality of patient information in compliance with HIPAA.
Understands and adheres to PHMC compliance standards as they appear in the PHMC Code of Conduct, Whistleblowers, and Conflict of Interest Policies.
Keeps abreast of all pertinent federal, state, and PHMC regulations, laws, and policies as they presently exist and as they change or are modified.
Comply with HIPAA and Confidentiality Policies and Procedures as they apply to the job.
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.
Knowledge and adherence to Infection Control and Environment of Care Guidelines and Procedures as described in the annual education module.