This position serves dual roles within FPCN Patient Services. It operates as a Float Patient Service Representative providing coverage for requests in Primary Care and Behavioral Health throughout the network (80%). When not providing coverage, they will work alternately as a Call Center Representative in our Patient Access Center (20%). This individual upholds the FPCN mission and beliefs in connecting, directing and assisting patients/ callers in an accurate, convenient, professional and timely manner. FPCN Employees are expected to project a professional company image throughout every encounter including all direct phone interactions.
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.
Maintain patient confidentiality at all times in both written and verbal formats.
Greet the patient and help them feel prepared for their visits when on site.
Answer all incoming calls and respond to patient requests and inquiries in a professional and timely manner.
Perform Duties at Philadelphia FPCN sites and individuals departments as assigned.
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.
Assist in the courteous and efficient management of connecting clients and guests who are physically in the office and those individuals who are on the phone make appointments efficiently and accurately upon request or as directed from practitioner/phone note using FPCNs appointment scheduling procedures.
Call clients shortly before their scheduled visit to remind them to keep their appointment.
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.
Initiate and further assist in fee assessing applicable clients, which includes utilizing the Practice’s sliding fee schedule. Perform cash collection and reconciliation of all patient fees.
Maintain client charts.
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
Be an active participant/contributor of the patient Access center and
Other duties as assigned
1-3 years of customer service experience required
Excellent verbal and written communications skills required
Bilingual (English/Spanish/French) preferred
High volume call experience as a phone operator/receptionist in the medical field preferred
Ability to navigate an electronic health record (EHR)
Knowledge of insurance payors and patient eligibility verification preferred
Ability to type 30 words per minute (WPM)
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.