Patient Contact Center Representative - Pacific Tower (1.0 FTE)
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. The CCR is the first point of contact for new and returning patients in the Neighborcare Health system, handling inbound calls and making outbound outreach calls. The role answers patient questions, helps patients navigate the health system and insurance, responds to scheduling and messaging needs, and provides consistent, accurate, and efficient service. The position handles a high volume of calls, schedules appointments in the EHR, supports registration, documents calls, coordinates with eligibility and interpreter services, and helps resolve patient portal inquiries. The CCR completes required training, including safety, HIPAA, and compliance training, and participates in staff meetings.
Requirements
- High school diploma or GED.
Nice To Haves
- At least one year of experience in a healthcare setting.
- At least one 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 new and returning appointments in the EHR according to scheduling guidelines.
- Provide registration services and guide patients through the registration process.
- Provide patient engagement and education by telephone, helping patients understand and feel confident in Neighborcare services.
- Resolve patient requests in one contact when possible, or effectively manage prolonged or complex issues while attending to the customer experience and emotions.
- Gather information, document calls accurately in the appropriate database, and verify or update information when scheduling.
- Coordinate with the internal eligibility department so coverage applications are initiated before appointments.
- Coordinate with Interpreter Services as needed.
- Identify, research, and resolve patient questions and inquiries about the patient portal.
- Complete the required training program, including annual safety training and required HIPAA and compliance training.
- Attend and participate in staff meetings as directed.
- Perform other duties as assigned.
Benefits
- Medical insurance
- Dental insurance
- Vision insurance
- Paid time off
- Paid holidays
- Retirement plan with contribution match
- Life and AD&D coverage
- Pet insurance
- Employee assistance program
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What This Job Offers
Job Type
Full-time
Education Level
High school or GED
