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Resources For Human Development, Inc. Call Center Representative in Philadelphia, Pennsylvania

Description/Job Summary Reporting directly to the Call Center Manager; the Call Center Representative upholds FPCN mission and beliefs of FPCN 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. Team members are expected uphold the health center mission by assuring that patients receive health care that is competent, caring, and meets with a high degree of satisfaction. In addition, staff must support FPCN's commitment to an anti-racist and 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. Responsibilities/Duties * 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 FPCN's 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 resolve all patient call issues and appropriately transfer or refer concerns to staff and/or manager when indicated * Communicate with other departments to resolve patient requests * Possess exemplary knowledge of and enforce all practices, policies, and procedures that impact the work of the receptionist and front desk. * Other duties as assigned Required Experience * 1-3 years of customer service experience required Required Education * High School Diploma or GED required Required Qualifications * Excellent communication and interpersonal skills a MUST * Ability to navigate an electronic health record (EHR) * Bilingual (English/Spanish/French) a plus * Knowledge of insurance payors and patient eligibility verification /preferred/ * Critical thinking and multi-tasking skills required * Knowledge of insurance carriers (MCO/Medicare/Medicaid) /preferred/ * 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. Program Summary /Family Practice & Counseling Network is a network of health centers providing primary care, behavioral health education,prenatal care, family planning services, dental care, community outreach, and advocacy.The nurse-managed centers are primarily funded by the U.S. Department of Health and Human Services to serve public housing residents and surrounding communities. Primary care Certified Nurse Practitioners and licensed behavioral health professionals provide high quality care aimed at improving the health status of underserved, uninsured and vulnerable people. The health centers are located throughout the greater Philadelphia area./

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