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Bilingual Call Center Representative job in Philadelphia at Public Health Management Corporation

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Bilingual Call Center Representative at Public Health Management Corporation

Bilingual Call Center Representative

Public Health Management Corporation Philadelphia, PA Full-Time
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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 managing calls and scheduling appointments in English and Spanish for the 5 Federally Qualified Health Centers of Public Health Management Corporation. Excellent customer skills are important as this position is often the first contact patients have with the Health Centers and plays a large part in impressions established. The representative reports to the Health Network Strategy and Special Programs Manager.

Essential Duties and Responsibilities:

  • Demonstrate ability to navigate the ICP
  • Knowledge of all scheduling call processes
  • Provide accurate and appropriate physician/service referrals/appointment and scheduling of all patient appointments in appropriate software
  • Transfer patients appropriately back to the Center for proper handling, ie. RN, Front Desk, etc.
  • Provide quality customer service to each caller.
  • Interacts with co-workers, visitors, and other staff consistent with the core values of PHMC

PHMC Compliance Responsibilities:

  • Understands and adheres to PHMC compliance standards as they appear in the PHMC Code of Conduct, Whistle Blowers and Conflict of Interest Policies.
  • Keeps abreast of all pertinent federal, state and PHMC regulations, laws, and policies as they presently exist and as they change or are modified.
  • 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
  • Knowledge and adherence to Infection Control and Environment of Care Guidelines and Procedures as described in the annual education module

Job Requirements:

  • To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below must be representative of the knowledge, skills, minimum education, training, licensure, experience, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Skills:

  • Bi-lingual in English and Spanish required
  • Superior Customer Service and Telephone Skills
  • Ability to Type and Use a Computer, Experience in a Healthcare Environment or Appointment Scheduling,
  • 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

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. Position requires lifting up to 10 lbs. up to 1/3 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.

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

FLSA Classification: Non-Exempt

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

Recommended Skills

Verbal Communication
Scheduling
Communication
Setting Appointments
Microsoft Outlook
Microsoft Power Point
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Job Snapshot

Employee Type

Full-Time

Location

Philadelphia, PA

Job Type

Customer Service

Experience

2 to 3 years

Date Posted

04/16/2021
Apply to this job.
Think you're the perfect candidate?
Apply on company site