Requisition Number: FAMPR-CCREP-H-10-2019-01
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 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 a 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.

Responsibilities/Duties

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 FPCNs 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 resolves all patient call issues and appropriately transfers or refers concerns to staff and/or Manager when indicated.

Communicate with other departments to resolve patient requests

Possess exemplary knowledge of and enforce all Practice policies and procedures that impact the work of the receptionist and front desk. Adhere to OSHA guidelines.

Assist in coordinating utilization of the Practice’s transportation services.

Be an active participant/contributor in monthly supervision

Other duties as assigned

Required Experience

  • 1-3 years of customer service experience required

Required Education

  • High School Diploma or GED required

Required Qualifications

  • Ability to work effectively as a team member
  • Demonstrate exemplary problem-solving, communication, interpersonal, and conflict resolution skills.
  • Ability to support individuals on their paths to recovery and healing and resist re-traumatization of staff and patients.
  • Ability to create a space for staff and those we serve to feel physically and emotionally safe.
  • Ability to build and maintain positive and professional relationships based on respect, trust, and safety.
  • Awareness and sensitivity of structural conditions and power dynamics involved in systems of oppression embedded in health care that impacts health
  • Demonstrate cultural competence/proficiency in interactions with others by treating co-workers, colleagues and those receiving service with respect and fairness at all times.

Program Summary

Family Practice and Counseling Network, a program of Resources for Human Development, is a network of community health centers providing comprehensive primary care, dental and behavioral health services. The Network consists of four health centers in Philadelphia – Abbottsford-Falls Family Practice & Counseling in the Northwest, the Stephen and Sandra Sheller 11th Street Family Health Services of Drexel University in the North, the Health Annex in the Southwest, and Annex West Philly housed in Action Wellness (formerly Action AIDS); and a convenient care clinic in Philadelphia – Fast Family Care. Today the Network serves more than 23,000 patients annually and is an NCQA certified Patient-Centered Medical Home.

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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.