The Mission of Neighborcare Health is to provide comprehensive health care to families and individuals who have difficulty assessing care, respond with sensitivity to the needs of our culturally diverse patients, and advocate and work with others to improve the overall health status of the communities we serve.
Purpose: The Patient Contact Center Representative (CCR) II provides excellent customer service and patient engagement to low-income and underserved populations in a virtual call center setting. The CCR II is the first point of contact for new and returning patients into the Neighborcare Health system by answering inbound calls related to clinical questions and making outbound outreach calls. The CCR II, in partnership with PCC clinical staff (LPN/RN), will respond to patient questions related to clinical care or symptoms, assist patients in navigating the Neighborcare Health system, respond to scheduling and messaging needs, and provide consistent, accurate, and efficient services that result in an exceptional customer experience.
Successful candidates will demonstrate a high degree of adaptability, productivity, and reliability as well as an ability to work independently. They will have effective interpersonal, communication, and customer service skills for both face-to-face and telephone interactions with patients, medical staff, and team members. Candidates will be positive, open-minded, and focused on continuous improvement. They must be able to learn new processes, procedures, and software programs quickly, while demonstrating attention to detail and accuracy in their daily work.
Essential Job Functions and Duties:
- Handle a high volume of clinical 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, as needed
- 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 and utilize Interpreter Services as needed.
- Identify, research, and resolve patient questions and inquiries regarding the patient portal. Act as first-level technical response to questions such as MyNeighborcare patient portal password re-set, log-in issues, appointment confirmation, information in medical record looks incorrect, etc.
- Adhere to contact center processes and workflow with an attention to quality improvement.
- Recognize when customers are frustrated or may require education or instruction beyond the issue presented. Assist with identified needs.
- Meet or exceed contact center performance standards and measure with a focus on quality, accuracy, and timeliness.
- Achieve and maintain a minimum call-per-hour productivity standard.
- Comply with the Neighborcare risk management, compliance, and information security program requirements, including accurate and timely reporting of all adverse incidents.
- Observe principles of data security and patient confidentiality. Maintain ethical standards in the performance of duties and in interactions with patients and co-workers.
- Demonstrate professional demeanor in appearance/ behavior in all work-related interactions.
- 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.
- High school diploma/GED AND
- One (1) year of general office experience OR experience in a customer service setting
- Basic PC skills in MS Windows environment, 10-key and typing.
- Working knowledge of electronic health records (EHRs) and practice management systems.
- Basic or limited familiarity with medical terminology
- Excellent telephone and written communication skills as well as listening skills and ability to demonstrate tact and patience with callers.
- Ability to analyze and solve more complex problems that may require research and creative solutions and make sound decisions with limited supervision.
- The ability to meet, and exceed performance targets
- Ability to develop successful interpersonal and professional relationships with diverse populations (leaders, clinical and non-clinical staff).
- Strong organizational skills to prioritize multiple tasks
- Ability to communicate effectively and respectfully with people of varied racial, educational, and socio-economic backgrounds
- Experience in a medical office setting (Medical Assistant, medical receptionist, medical scribe, etc) and/or health/pre-health professional education (nursing, pre-med)
- Familiarity with health insurance
- Knowledge of Neighborcare or healthcare delivery system operations processes
- Comfort with large datasets
- Use of customer relationship management tools