Patient Contact Center Representative - Pacific Tower (1.0 FTE)

Neighborcare Health Career•Seattle, WA

17d•Onsite

About The Position

The Patient Contact Center Representative (CCR) is a fully in-person role providing customer service and patient engagement to low-income and underserved populations in a virtual call center setting. As the first point of contact for new and returning patients, the CCR handles inbound calls and outbound outreach, answers questions, helps patients navigate Neighborcare Health and insurance, and responds to scheduling and messaging needs. The role aims to provide consistent, accurate, and efficient service and an exceptional customer experience. Neighborcare Health is a nonprofit provider of primary medical, dental, and behavioral health services in the Seattle area. It serves low-income and uninsured families and individuals, seniors on fixed incomes, immigrants, and people experiencing homelessness. The organization cares for nearly 60,000 patients each year at nearly 30 clinics and welcomes patients regardless of their ability to pay, insurance, income, or immigration status.

Requirements

High school diploma or GED.

Nice To Haves

At least 1 year of experience in a healthcare setting.
At least 1 year of experience in a customer service setting.
Bilingual skills.

Responsibilities

Handle a high volume of inbound calls in a fast-paced contact center and use data spreadsheets and applications to make outbound calls.
Schedule appointments for new and returning patients in the EHR, following scheduling guidelines.
Provide registration services and guide patients through the registration process.
Answer patient questions by telephone and provide engagement and education about Neighborcare services.
Resolve patient requests in one contact when possible, or manage prolonged or complex issues while attending to the customer experience and patient emotions.
Gather information, accurately document calls, and enter information into the appropriate database.
Verify and update necessary information when scheduling appointments.
Coordinate with the internal eligibility department to initiate coverage applications before appointments.
Coordinate with Interpreter Services as needed.
Identify, research, and resolve patient questions and inquiries about the patient portal.
Complete required training, including annual safety training and HIPAA and compliance training.
Attend and participate in staff meetings as directed.
Perform other duties as assigned.