Call Center Representative

(04-5009-086)

About FCHC:

Since 1976, Florida Community Health Centers, Inc. (FCHC) has been a health care leader in Florida. We provide comprehensive primary and specialty health care and patient support services through a network of Centers surrounding Lake Okeechobee and across Florida’s Treasure Coast. Our mission is to ensure that everyone in our communities has access to culturally competent, high-quality health care that they can afford. FCHC has locations in Clewiston, Moore Haven, Okeechobee, Fort Pierce, Port St. Lucie, Stuart, Indiantown, Pahokee and West Palm Beach. FCHC’s Corporate Office is centrally located in West Palm Beach, Florida. FCHC has multiple staff members who speak Spanish and Creole, and translation is available for other languages as needed. FCHC has created a “one-stop shop” for patients–providing Pediatric and Adult Primary Care, Dental, OB/GYN and Women’s Health, Infectious Disease, Behavioral Health, Pharmacy, chronic disease education and care management, referral assistance, benefit enrollment assistance and coordination, and telehealth services. Our patients benefit from a “medical home” model, where they may access our extensive array of health care clinicians and services in an atmosphere where they are treated with respect, care, and concern.

Mission

The Mission of Florida Community Health Centers, Inc. (FCHC) is to provide accessible, cost-effective, high-quality, comprehensive health care to all persons in our communities.

Vision

Florida Community Health Centers, Inc. (FCHC) will maintain strong leadership in, and advocate for, the provision of health care services.

FCHC will foster and promote collaborative relationships and will develop partnerships with local, state, and federal public health service agencies and the community in general, to enhance the quality of delivery systems for comprehensive health care. FCHC will be an employer of choice and will demonstrate excellence with a highly trained staff and governing board.

Values

FCHC values Integrity, Compassion, Commitment to serving others (external and internal to the organization), Innovation, Effectiveness (cost and outcome), Efficiency, being Mission-driven, Commitment to serving others internal to organization and Commitment to Excellence.

Position Summary: The Call Center Representative serves as the primary contact for patients and other customers attempting to schedule an appointment, reach their provider, or ask general questions involving CHC. The Call Center Representative is responsible for providing first class customer service and ensures that all necessary data is completed properly, accurately and thoroughly. In addition, communicates to the patient pertinent information with regard to any financial balances and/or any instructions prior to and upon arrival of scheduled appointments. The Call Center Representative provides customer satisfaction to both internal and external customers and strives to continuously improve service delivery

Role and Responsibilities:

• Employee has a working knowledge of and is able to explain all aspects of the Medical Records Policies and Procedures. (i.e. medical record request process
• Responsible party and patient demographics including address verification are completely entered into the system in accordance with the policy and procedure manual to include name, date of birth, social security number, income, family size, alerts, extended member data, etc. Patient status in the EHR is updated timely
• Employee accurately explains patient responsibility for all payor codes. (i.e., insurance, sliding fee scale, Medicaid, Medicare, and special programs).
• Retrieves messages from phone voice mail in a timely manner (and responds to patient needs according to medical priority). Documents all incoming calls on paper phone log and transfers information to the electronic telephone template prior to “tasking providers” and clinical support staff.
• Responds appropriately within skill level and documented departmental policies and when appropriate, seeks provider advice when responding to patient’s medical care
• Follows through in a timely manner on patient requests
• Answer the telephone in a courteous and professional manner
• Provide “warm” transfers (ensure transferred call recipient is notified of caller’s name, reason for call, etc.) for external and internal callers, when not forwarding to a queue
• Schedule patient appointments according to FCHC protocols
• Take accurate, detailed messages from patients for providers and other office staff
• Ensure patient’s demographics and insurance information is verified and corrected as required
• Inform patient (at time of scheduling) of their responsibilities (i.e. coming on time, bringing insurance card, fasting if appropriate, etc.)
• Perform outbound calls in an attempt to contact the patient in order to confirm the scheduled appointment
• Maintain proper and accurate documentations of all activities.
• Maintain minimum monthly performance expectations such as: Average Calls Answered, Average Talk Time, Patient Satisfaction scores; and any other phone metric requirements
• Maintain patient confidentiality at all times in accordance with HIPPA regulations
• Perform other duties as assigned
• Employee has a working knowledge of and is able to explain all aspects of the Medical Records Policies and Procedures. (i.e., terminal digit, medical record pulling/filing, medical record organization, purging inactive charts, report filing, release of records, subpoenas etc.)
• Greets patients as they arrive, has patient sign in and verifies their status (appointment). Maintains a warm and friendly environment and exhibits good customer service
• Properly performs appointment processing to include pulling and preparing medical records the day before scheduled appointment, and utilizes the automated appointment system according to center policy following provider templates
• Responsible party and patient demographics including address verification are completely entered into the system in accordance with the policy and procedure manual to include name, date of birth, social security number, income, family size, alerts, extended member data, etc. Patient status in the Catalyst system is updated timely.
• Properly identify and verify third‐party coverage, sliding fee scale eligibility and complete appropriate forms (i.e., insurance verification form, Availity, Medicare questionnaire [MSP], Medicaid verifications, etc.). Obtain proof of income annually with tax return or three consecutive pay stubs. Ensure proper pay codes are added to account including selecting proper carriers and ID numbers as required for accurate billing.
• Understand definition of and determines migrant seasonal farm worker status, homeless status, and properly enters into the system
• Employee accurately explains patient responsibility for all payor codes. (i.e., insurance, sliding fee scale, Medicaid, Medicare, and special programs).
• A properly executed consent for treatment is obtained according to policy

Qualification and Education Requirements

Minimum Requirements (experience, training, and education): To effectively fulfill this position, candidate must meet the following requirements:

• High School Graduate or Equivalent
• One (1) year of Data Entry/Medical Office Experience
• Strong Customer Relations Skills

Job Type: Full-time

All qualified candidates must be able to perform the essential functions of this position. This job description is not intended to be all-inclusive. FCHC reserves the right to modify or change the essential functions of this position based on reasonable related business necessity as assigned by your supervisor.

**This job description does not constitute a written or implied contract of employment**.

Job Type: Full-time

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Employee assistance program
• Health insurance
• Life insurance
• Paid time off
• Tuition reimbursement
• Vision insurance

Schedule:

• 8 hour shift

Experience:

• Call center: 1 year (Preferred)
• Customer service: 1 year (Preferred)

Work Location: In person