Patient Contact Center Representative II - Pacific Tower (1.0 FTE)

The Patient Contact Center Representative (CCR) II is a fully in-person role that 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 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.

• →Conduct detailed and accurate chart reviews to extract relevant clinical information necessary for appointment scheduling, care coordination, or response to outside provider inquiries.
• →Navigate multiple tabs and data points within the EHR (e.g., lab orders, referrals, future appointments, provider notes) to ensure appropriate follow-through and patient guidance.
• →Schedule appointments in alignment with NCH protocols, provider preferences, visit types, and availability, minimizing scheduling errors such as visit length mismatches or assigning to closed panels.
• →Serve as a liaison between external healthcare providers and NCH teams to facilitate information sharing and care continuity.
• →Use sound judgment to determine when a referral to clinical staff or escalation is required.
• →Communicate clearly and compassionately with patients and team members from diverse backgrounds.
• →Perform other duties as assigned. 

• Basic PC skills in MS Windows environment
• Experience using EHRs, with the ability to navigate and extract key information.
• Basic or limited familiarity with medical terminology and clinical workflows.
• Excellent telephone and written communication skills, as well as listening skills and ability to demonstrate tact and patience with callers. 
• Active listening skills with the ability to remain patient, tactful, and supportive.
• Ability to analyze and solve more complex problems that may require research and creative solutions and make sound decisions with limited supervision.
• Ability to communicate effectively and respectfully with people of varied racial, educational, and socio-economic backgrounds.

• High School diploma, GED or equivalent
• 2-years general office experience or experience in a customer service setting

Full job description is available upon request