Call Center Representative in Philadelphia, PA at Public Health Management Corporation

Date Posted: 7/6/2020

Job Snapshot

Job Description

Mission Statement :

Our Mission is to be the premier regional provider of integrated, community-based healthcare
by combining evidence-based clinical practices, outstanding patient service, innovative care partnerships, and team-driven excellence, within a healthy fiscal environment.

Summary Job Description:

The representative is responsible for responding to calls and scheduling appointments for patients of theĀ 5 Federally Qualified Health Centers of Public Health Management Corporation. The application of superb customer service skills are critical as this position is most often the first contact patients have with the Health Centers. This position is a key component to maintaining a positive patient experience with appointment scheduling. Ability to remain calm and courteous under pressure and navigate tense situations, especially during busy hours.

Essential Duties and Responsibilities:

  • Apply current scheduling and appointment managing call processes, handling 100+ inbound calls and voicemails daily.
  • Provide accurate and appropriate appointment scheduling using the Allscripts PM
  • Assigned to serve as lead call support for one health center
  • Transfer patients as required to appropriate health center staff,
  • Provide quality customer service to each caller.
  • Make outbound calls for no-show appointments and other types as assigned.

PHMC Compliance Responsibilities:

  • Interacts with co-workers, visitors and other staff consistent with the core values of PHMC
  • Understands and adheres to PHMC compliance standards as they appear in the PHMC Code of Conduct, Whistle Blowers and Conflict of Interest Policies.
  • Comply with HIPAA and Confidentiality Policies and Procedures as they apply to the job
  • Comply with Department of Public Health (DPH), The Joint Commission and other accreditation and regulatory agencies standards
  • Adhere to all PHMC and site-specific Policies and Procedures

Skills:

  • Bi-lingual in English and Spanish preferred
  • Superior Customer Service and Telephone Skills
  • Ability to type, with experience in a healthcare environment or with appointment scheduling software
  • Sound Judgment, Critical Thinking, Pleasant Telephone Voice
  • Good verbal communication and writing skills
  • Ability to handle multiple phone lines
  • Ability to prioritize and organize work day to meet changing needs of program and clients
  • Ability to work within a team framework and respond positively to team members concerns
  • Ability to track work to completion and compile reports

Experience:

  • At least 2-3 years customer service/ inbound and outbound call center experience.
  • Healthcare background a plus.
  • Excellent verbal and written communication skills
  • Courteous and professional phone manners.
  • Excellent listening and conflict resolution skills.
  • Ability to effectively adapt and respond in a complex, fast-paced environment.
  • Substantial knowledgeable of Microsoft Office including Outlook, PowerPoint, Excel and Word.

Education:

  • High School Diploma required

Physical Demands:

  • Position requires sitting 2/3 of the time and standing under 1/3 of the time, use of hands to finger, handle or feel 2/3 of the time, reach with hands and arms, under 1/3 of the time, stoop, kneel, crouch or crawl under 1/3 of the time, talk or hear over 2/3 of the time.

Work Environment:

  • Moderate noise (examples: business office with computers and printers, light traffic). Exposure to blood borne pathogens that requires use of personal protective equipment.

Salary:

  • Commensurate with education and experience

FLSA Classification: Non-Exempt

  • This position is classified as salaried non-exempt in accordance to FLSA standards.