Patient Contact Center Representative - Pacific Tower (1.0 FTE)

The Patient Contact Center Representative (CCR) 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 is the first point of contact for new and returning patients into the Neighborcare Health system by answering inbound and making outbound outreach calls. The CCR will answer patient questions, assist patients in navigating the Neighborcare Health system and insurance, respond to scheduling and messaging needs, and provide consistent, accurate, and efficient services that result in an exceptional customer experience.

• Handle a high volume of 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. Provide registration services and guide patients in registration process.
• Is a 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 with Interpreter Services as needed. 
• Identify, research, and resolve patient questions and inquiries regarding the patient portal.
• Participate and complete the required training program including annual Safety training and all required HIPAA and Compliance training.
• Attend and participate in staff meetings as directed.
• Perform other duties as assigned.

• High School Diploma or GED

• 1+ year(s) of experience in a healthcare setting
• 1+ year(s) of experience in a customer service setting
• Bilingual skills

The full job description is available upon request.