Description

Job title

Call Center Representative

Job number

FPCN -CCR-04232024

Reports to

CALL CENTER MANAGER

Location

Philadelphia, PA

The Family Practice & Counseling Network (FPCN) provides comprehensive primary care, dental and behavioral health services. We stand behind the belief that all people are entitled to accessible, comprehensive, quality, and affordable health care, and that care must be delivered in a culturally competent, trauma-informed and compassionate manner by caring for the whole person - mind, body & spirit. The network's mission is to provide person-centered, integrated and comprehensive health services to individuals and families across their lifespan. The network promotes resiliency and well-being among patients, staff and surrounding communities.

The Network consists of three (3) federally qualified health centers (FQHC) in Philadelphia:

• Abbottsford Falls Family Practice & Counseling (Northwest Philly);
• Stephen & Sandra Sheller 11th Street Family Health Services of Drexel University (North Philly); and
• Health Annex (Southwest).

Today the FPCN serves more than 20,000 patients annually and is a NCQA certified Patient-Centered Medical Home and recognized by HRSA as a National Quality Leader for Behavioral Health.

Position Summary

Reporting directly to the Call Center Manager, the Call Center Representative upholds FPCN mission and beliefs in connecting, directing and assisting callers in an accurate, convenient, professional and timely manner. FPCN Call Center Representatives are expected to project a professional company image through every direct phone interaction and uphold the network's mission of trauma informed care.

Essential Duties and Functions

• Maintain patient confidentiality at all times in both written and verbal formats
• Answer all incoming calls and respond to patient requests and inquiries in a professional, accurately, and timely manner.
• Respond to all patient inquiries about insurances accepted, office hours, services, locations, exam fees, and other routine requests for information
• Manage phone calls coming in by directing calls to appropriate staff members and facilitating documentation of messages (electronic/EMR phone note or hand-written) according to the call flow.
• Make appointments efficiently and accurately for patients upon requests or as directed from practitioner/phone note using FPCNs appointment scheduling procedures.
• Complete reviews, confirms, reschedules or cancels patient appointments as directed
• Enter/confirm all patient demographics to ensure patient chart is complete; confirms all information entered into the system is correct which includes name, address, date of birth, telephone, insurance, etc.
• Identify, research, and resolves all patient call issues and appropriately transfers or refers concerns to staff and/or Manager when indicated.
• Communicate with other departments to resolve patient requests
• Possess exemplary knowledge of and enforce all Practice policies and procedures that impact the work of the receptionist and front desk. Adhere to OSHA guidelines.
• Assist in coordinating utilization of the Practice's transportation services.
• Be an active participant/contributor in monthly supervision
• Other duties as assigned

Requirements

• High School Diploma or GED required
• 1-3 years of customer service experience required
• COVID vaccination required
• Current CPR Certification

Qualifications

• Excellent communication and interpersonal skills a MUST;
• Bilingual (English/Spanish/French) preferred
• Healthcare and/or medical office/practice experience preferred and/or commensurate experience with patient scheduling, insurances & medical terminology;
• High volume call experience as a phone operator/receptionist in the medical field preferred
• Must be able to problem solve and multi-task in a fast paced, high volume patient environment
• Ability to navigate an electronic health record (EHR)
• Knowledge of insurance payers and patient eligibility verification preferred
• Critical thinking and multi-tasking skills required
• Knowledge of insurance carriers (MCO/Medicare/Medicaid) preferred
• Exhibit behaviors that align with RHD/FPCN's organizational values, mission, and beliefs and avoid displaying behaviors that are in opposition to those values
• Highly responsible and reliable as well as courteous
• Unconditional ability to maintain patient confidentiality
• Exemplary organizational skills and ability to prioritize
• Support the Center's commitment to the creation of a trauma-informed system of care that continually recognizes and responds to the impact of traumatic stress on all those who have contact with the organization, including children, adults, families, caregivers, and staff. Uphold the commitments that include: non-violence, emotional intelligence, social learning, open communication, social responsibility, democracy, and growth and change. Specifically:
• Demonstrate cultural competence/proficiency in interactions with others by treating co-workers, colleagues and those receiving service with respect and fairness at all times.
• Awareness and sensitivity of structural conditions and power dynamics involved in systems of oppression embedded in health care that impacts health
• Ability to build and maintain positive and professional relationships based on respect, trust, and safety.
• Ability to create a space for staff and those we serve to feel physically and emotionally safe.
• Ability to support individuals on their paths to recovery and healing and resist re-traumatization of staff and patients.
• Demonstrate exemplary problem-solving, communication, interpersonal, and conflict resolution skills.
• Ability to work effectively as a team member

Requirements

Physical requirements

Lifting Requirements

• Sedentary: exerting up to 10 pounds of force occasionally, and/or a negligible amount of force frequently or constantly to left, carry, push, pull or move objects (including self). Most work involves sitting majority of the time.

Physical Requirements

• Stand or Sit (stationary position)
• Walk
• Use hands or fingers to handle or feel (operate, activate, prepare, inspect, position)
• Climb (stairs/ladders)
• Talk/Hear (communicate, converse, convey, express/exchange information)
• See (detect, identify, recognize, inspect, assess)
• Pushing or Pulling
• Repetitive Motion
• Reaching (high or low)
• Kneel, Stoop, Crouch or Crawl (position self, move)

Resources for Human Development is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, age, religion, gender, gender identity, sexual orientation, national origin, genetic information, veteran, or disability status.

Vaccine Mandate:

Family Practice & Counseling Network (FPCN), a program in the City of Philadelphia, are required to follow the COVID vaccine mandate for healthcare workers per Philadelphia Department of Public Health. FPCN requires Healthcare Workers to be fully vaccinated. Fully vaccinated means it has been two weeks since the final dose of vaccine. Thus, we require vaccination prior to start for all new hires. This currently does not include boosters.