Patient Contact Center Representative - Medical

Neighborcare Health•Seattle, WA

52d•$23 - $29•Remote

About The Position

The Patient Contact Center Representative (CCR) provides excellent customer service and patient engagement to low-income and underserved populations in a virtual call center setting. The CCR is the first point of contact for new and returning patients into the Neighborcare Health system by answering inbound and making outbound outreach calls. The CCR will answer patient questions, assist patients in navigating the Neighborcare Health system and insurance, respond to scheduling and messaging needs, and provide consistent, accurate, and efficient services that result in an exceptional customer experience. Since 1968, Neighborcare Health has been removing barriers to health care for our neighbors. We believe everyone deserves a place to call their health care home, where a team of medical, dental and mental health professionals work in collaboration with each patient to develop a personal health improvement plan. We are one of the largest providers of primary medical, dental and behavioral health care services in the Seattle area serving low-income and uninsured families and individuals, seniors on fixed incomes, immigrants, and people experiencing homelessness. Each year we care for nearly 60,000 patients at our nearly 30 non-profit medical, dental and school-based clinics. We ask everyone to pay what they can, but no one is turned away due to inability to pay. Our clinics are located in neighborhoods where health disparities are the greatest, and our care teams, who speak over 55 languages and dialects, are as diverse as our patients. No matter who you are, or where you come from, regardless of your insurance, income or immigration status, you are welcome at Neighborcare Health.

Requirements

High school diploma or GED

Nice To Haves

1+ year(s) of experience in a healthcare setting
1+ year(s) of experience in a customer service setting
Bilingual skills

Responsibilities

Handle a high volume of calls in an inbound, fast paced contact center; Ability to use data spreadsheets and applications to make outbound calls.
Schedule new and returning appointments in the EHR following scheduling guidelines. Provide registration services and guide patients in registration process.
Is a knowledgeable resource to patients via telephone interactions, striving to provide patient engagement, education, and inspiring confidence in Neighborcare services.
Resolve patient requests in one call/contact or successfully manages prolonged or complex issues, with high attention to managing the customer experience and emotion.
Gather information for accurate documentation of calls and enter into proper database. Verify and update necessary information at the point of scheduling.
Coordinate with internal eligibility department to ensure applications for coverage are initiated prior to appointment.
Coordinate with Interpreter Services as needed.
Identify, research, and resolve patient questions and inquiries regarding the patient portal.
Participate and complete the required training program including annual Safety training and all required HIPAA and Compliance training.
Attend and participate in staff meetings as directed.
Perform other duties as assigned.