Purpose The Patient Contact Center Representative (CCR) II Lead provides excellent customer service and patient engagement to low-income and underserved populations in a virtual call center setting. The CCR II Leadis the first point of contact for new and returning patients into the Neighborcare Health system and serves our community 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. Neighborcare Health offers a robust benefit package including Health, Wellness & Retirement benefits: Medical, Dental & Vision Insurance, 18+ days of Paid Time Off, 9-Paid Holidays, Retirement with Matching, Life & AD&D, Pet Insurance, Employee Assistance Program, & More! This position is eligible for the Staff Referral Program. In this position you will:
- 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.
- 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.
Required Qualifications
- High school diploma or GED
- 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
Preferred Qualifications
- Familiarity with health insurance
- Comfort with large datasets
- Use of customer relationship management tools
- Bilingual skills
Our Mission The mission of Neighborcare Health is to provide comprehensive health care to families and individuals who have difficulty accessing 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. About our Service Commitments Our service commitments were created by staff members, leaders, board members and patients.We use these as a guide and expectation for how we treat our patients and each other.You may learn more about our service commitments here,
- Serving patients
- Serving each other
- A warm welcome
- Caring
- Respect
- Working together
- Trusting Relationship
About us For 50 years, Neighborcare Health has been caring for our neighbors with essential medical and dental care, counseling, outreach, health education and more in Seattle, Vashon, and our newest dental clinic in Olympia!Our purpose is to improve health by engaging, educating, and empowering people in the communities we serve.We are looking to hire the best talent to support our culturally diverse workplace and community. Compensation
- The wage range for this position is: Minimum $19.97 up to $27.25 Maximum.
- Compensation will be determined based on years of relevant experience.
Union:Yes Full job description will be provided during the interview process. Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor's legal duty to furnish information. 41 CFR 60-1.35(c)