Requisition Number: FAMPR-CCREP-H-06-2020-02
Job Title: Call Center Representative
City: Philadelphia
State: PA

Minimum Degree Required: A - High School/GED
Minimum Years of Experience: 1
Salary Range: 14.00

Call Center Representative

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Description/Job Summary

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 andtimely manner. FPCN Call Center Representatives are expected to project aprofessional company image through every direct phone interaction.

Team members are expected uphold the health centermission by assuring that patients receive health care that is competent,caring, and meets with a high degree of satisfaction. In addition, staff mustsupport FPCN's commitment to an anti-racist and trauma-informed system of carethat continually recognizes and responds to the impact of traumatic stress onall those who have contact  with theorganization, including children, adults, families, caregivers, and staff.


  • Maintain patient confidentiality at all times  in both written and verbal formats

  • Answerall incoming calls and respond to patient requests and inquiries in aprofessional, accurately, and timely manner.

  • Respondto 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 andfacilitating 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 asdirected from practitioner/phone note using FPCNs appointment schedulingprocedures.

  • Completereviews, confirms, reschedules or cancels patient appointments as directed

  • Enter/confirm all patient demographics to ensure patient chart is complete; confirms allinformation entered into the system is correct which includes name, address,date of birth, telephone, insurance, etc.

  • Identify,research, and resolves all patient call issues and appropriately transfers orrefers concerns to staff and/or Manager when indicated.

  • Communicate with other departments to resolve patient requests

  • Possessexemplary knowledge of and enforce all Practice policies and procedures thatimpact the work of the receptionist and front desk. Adhere to OSHA guidelines.

  • Assistin coordinating utilization of the Practice’s transportation services.

  • Be an active participant/contributor in monthlysupervision  

  • Otherduties as assigned

Required Experience

  • 1-3 years of customer service experience required

Required Education

  • High School Diploma or GED required

Required Qualifications

  • Ability to navigate an electronichealth record (EHR)
  • Excellentcommunication and interpersonal skills a MUST
  • Bilingual(English/Spanish/French) a plus
  • Knowledge of insurance payors and patient eligibility verification preferred
  • Criticalthinking and multi-tasking skills required
  • Knowledge of insurance carriers (MCO/Medicare/Medicaid) preferred
  • Exhibit behaviors that align withRHD/FPCN’s organizational values, mission, and beliefs and avoid displayingbehaviors that are in opposition to those values
  • Highly responsible and reliable as wellas courteous
  • Unconditional ability to maintainpatient confidentiality
  • Exemplary organizational skills and ability to prioritize
  • Support the Center’s commitment to the creation of atrauma-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. Uphold the commitments that include:non-violence, emotional intelligence, social learning, open communication,social responsibility, democracy, and growth and change.
  • Ability to build and maintain positive and professional relationships based on of staff and patients
  • Demonstrate exemplary problem-solving, communication,interpersonal, and conflict resolution skills.
  • Ability to work effectively as a team member

Program Summary

Family Practice & Counseling Network is anetwork 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 Healthand Human Services to serve public housing residents and surroundingcommunities. Primary care Certified Nurse Practitioners and licensed behavioralhealth professionals provide high quality care aimed at improving the healthstatus of the underserved, uninsured and vulnerable people. The health centers are located throughout the greater Philadelphia area.

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Resources for Human Development is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, age, religion, gender, gender identity, sexual orientation, national origin, genetic information, veteran, or disability status.