Patient Contact Center Representative

Purpose

The Patient Contact Center Representative (CCR) 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.

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 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.

Required Qualifications

• High school diploma/GED

Preferred Qualifications

• One (1) year of experience in a healthcare setting

• One (1) year of experience in a customer service setting

• 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, https://neighborcare.org/about-us/service-commitments/

• 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 to $26.18 Maximum.

• Compensation will be determined based on years of relevant experience.

Union: Yes

Full job description will be provided during the interview process.