Customer Care Representative - Engebretsen Clinic

Are you looking for an opportunity to do amazing work helping others? You've come to the right place. Let's make a difference!

Primary Health Care (PHC) was founded in 1981 by Dr. Bery Engebretsen in Des Moines, IA. Our mission has remained unchanged since that time, to provide healthcare and supportive services to all, regardless of insurance, immigration status, or ability to pay.

Based on the needs of the communities we serve, PHC offers a spectrum of medical and dental services including family practice, behavioral health, HIV care and services, and pharmacy. PHC’s Homeless Support Services is the entry point for serving people experiencing homelessness in Polk County. Enabling services are available to help patients with benefits enrollment, case management, transportation, translation, and patient education. We currently have locations in Ames, Des Moines, & Marshalltown.

The Customer Care Representative is responsible to provide excellent customer service to Primary Health Care, Inc. patients. Answers incoming calls and emails from medical and dental patients. Schedules appointments, answers inquiries and questions, handles patient concerns, troubleshoots problems and provides information. Coordinates with PHC team members to provide positive service experiences for patients. Follows assigned workflows to ensure maximum patient access and organizational success. Demonstrates PHC’s iCare Values in daily work.

1. Professionally interacts with patients by telephone or electronically. Builds rapport by greeting patients in a courteous, friendly and professional manner. Follows prescribed processes and work flows.
2. Accurately schedules patient appointments utilizing the practice management systems. Backs up Clinic Office Specialists as needed.
3. Triage patient concerns, escalating when appropriate. Resolves patient inquiries, listening attentively to patient to determine patient needs and concerns, identify and escalate priority issues, and routing calls to appropriate resources.
4. Documents all call information according to standard operating procedures. Enter basic new or update existing patient information into the practice management system.
5. Indexes scanned documents electronically into the electronic medical record. Ensures the reception area and waiting room is clean and tidy.
6. Collaborates with Patient Care Team members and supports efficient clinic operations by following established workflows. Participates in activities designed to improve patient satisfaction and organizational performance. Contributes ideas and suggestions to improve the patient experience.
7. Performs other duties as assigned.

Qualifications You Will Bring

• High School Diploma or equivalent
• A minimum of 1 year experience in a call center or customer service environment
• Knowledge of customer service principles and practices.
• Proficient bi-lingual English/Spanish.
• Basic computer and good data entry/typing skills.
• Good verbal and written communication skills with ability to listen.
• Problem solving and analytical skills with ability to apply critical thinking.
• Strong customer service and interpersonal skills with ability to de-escalate situations.
• Organizational skills and detail oriented.
• Adaptability with ability to tolerate stress and demonstrate resilience.
• Team oriented with ability to work with diverse populations

PREFERRED QUALIFICATIONS AND SKILLS

• Associates degree in related field.
• Proficient in relevant computer applications.
• Knowledge of call center telephony and technology.
• Experience in a community health center.

WORK ENVIRONMENT & PHYSICAL DEMANDS

The work environment and physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Required to continuously sit, hear, talk, grasp, finger use and dexterity and body pivoting.
• Frequently required to reach.

• Specific vision abilities required by this job include close vision and ability to adjust focus.
• Work is performed indoors.

We Take Care of Our People

Your experience and skills determine your base pay. The hiring range for this position is typically $14.15 - 17.69, though highly experienced candidates may earn up to $21.23 per hour. PHC also offers a comprehensive benefits package, including:

• Generous PTO accrual (equal to 4 weeks at end of 1st year) plus paid holidays

• License/certification fee reimbursement

• Paid time off for continuing education & continuing education reimbursement

• Tuition reimbursement program

• 401k with company match

• Medical insurance - PHC Pays, on average, 80% of medical premiums for all plan types (employee, employee + family, etc.)

• Dental insurance

• Vision insurance

• Life & disability insurance

• Flexible spending & health savings accounts

• Supplemental accident & critical illness insurance

• Discounts on pet insurance

Visit https://phciowa.org/careers for a summary of PHC’s benefits.

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