Call Center Associate (1748)

WHO WE ARE: Quality Community Health Care, Inc. (QCHC) is a Federally Qualified Health Center (FQHC) operated health care center since 1980. We provide service at 3 locations in Philadelphia, PA, managing the health and wellness of patients from infants through senior citizens. We practice medicine as a partnership between us and our patients.

POSITION PURPOSE: The Call Center Associate will provide excellent customer service to QCHC patients and staff to increase productivity and maximize revenue.

ESSENTIAL FUNCTIONS AND BASIC DUTIES:

1. Answering calls in a professional and courteous manner
2. Responding to Customer inquiries, Complaints and requests effectively and accurately
3. Resolve issues at the first point of contact or escalate when necessary
4. Document all customer interactions in the appropriate systems accurately and thoroughly
5. Maintain a high level of product, services and policy knowledge to assist customers effectively
6. Adhere to call QCHC call center scripts, protocols and compliance guidelines
7. Work collaboratively with team members and other departments to ensure customer issues are resolved promptly.
8. Schedule appointments in accordance with the standard of care
   1. Ensuring patients are scheduled with the same provider.
   2. Ensuring patients are informed when there is a need to be seen by a doctor or a physician assistant.
9. Confirm electronic heath record appointment for all patients who did not indicate the status of his/her appointment.
10. Respond to patient’s questions and needs by editing, canceling, and re-scheduling appointments as necessary to QCHC protocols.
11. Ensure accuracy of data input with scheduling and obtaining new/updates of patient
12. Screen and route patient calls efficiently as needed/when necessary.
13. Troubleshoot and rectify conflicting patient/provider schedules.
14. Contact no-shows/cancel appointments in an effort to reschedule patient appointments.
15. Informing patients of QCHC policies and procedures (no-shows, insurance, co-pays, etc.)
16. Utilizing daily appointment log when necessary
17. Follow QCHC house rules and policies.
18. Other duties assigned by supervisor/manager.

KNOWLEDGE, SKILLS, AND ABILITIES:

• Effective interpersonal and communication skills required.
• Excellent telephone etiquette required.
• Knowledge of medical terminology preferred.
• Microsoft Office assistant experience preferred.
• High level of skill in entering data into a computer while talking on the phone.
• Must have excellent customer service skills (e.g., developing and maintaining effective working relationships with staff and patients).
• Must be able to type 35 words per minute (WPM) with 90% accuracy.

QUALIFICATIONS:

       Education:

• High school diploma or equivalent

     Experience:

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, or protected veteran status and will not be discriminated against on the basis of disability.

Job Type: Full-Time

Salary:

Benefits:

• 401(k)
• Dental Insurance
• Disability Insurance
• Employee Assistance Program
• Employee Discount
• Flexible Spending Account
• Health Insurance
• Life Insurance
• Paid Time Off
• Vision insurance

Schedule:

• 8-hour shift
• Day Shift
• Monday through Friday

Work Location: In person

Salary : $17 - $19