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.
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
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.