Patient Contact Care Representative Neighborcare Health 40 reviews - Seattle, WA Neighborcare Health 40 reviews Read what people are saying about working here. The Patient Contact Center Representative (CCR) provides excellent customer service and patient engagement to low-income and underserved populations in a virtual call center setting. The CCR is the first point of contact for new and returning patients into the Neighborcare Health system by answering inbound and making outbound outreach calls. The CCR will answer patient questions, assist patients in navigating the Neighborcare Health system and insurance, respond to scheduling and messaging needs, and provide consistent, accurate, and efficient services that result in an exceptional customer experience. We are looking for two positive and hardworking CCRs to join our team in Seattle, WA! Essential Job Functions and Duties: * Handle a high volume of calls in an inbound, fast paced contact center * Ability to use data spreadsheets and applications to make outbound calls * Schedule new and returning appointments in the EHR following scheduling guidelines. * Provide registration services and guide patients in registration process * Is a knowledgeable resource to patients via telephone interactions, striving to provide patient engagement, education, and inspiring confidence in Neighborcare services. * Resolve patient requests in one call/contact or successfully manages prolonged or complex issues, with high attention to managing the customer experience and emotion. * Gather information for accurate documentation of calls and enter into proper database. Verify and update necessary information at the point of scheduling. * Coordinate with internal eligibility department to ensure applications for coverage are initiated prior to appointment. * Coordinate with Interpreter Services as needed. * Identify, research, and resolve patient questions and inquiries regarding the patient portal. Act as first-level technical response to questions such as MyNeighborcare patient portal password re-set, log-in issues, appointment confirmation, information in medical record looks incorrect, etc. * Adhere to contact center processes and workflow with an attention to quality improvement. * Recognize when customers are frustrated or may require education or instruction beyond the issue presented. Assist with identified needs. * Meet or exceed contact center performance standards and measure with a focus on quality, accuracy, and timeliness. * Achieve and maintain a minimum call-per-hour productivity standard. * Comply with the Neighborcare risk management, compliance, and information security program requirements, including accurate and timely reporting of all adverse incidents. * Observe principles of data security and patient confidentiality. Maintain ethical standards in the performance of duties and in interactions with patients and co-workers. * Demonstrate professional demeanor in appearance/ behavior in all work-related interactions. * Participate and complete the required training program including annual Safety training and all required HIPAA and Compliance training. * Attend and participate in staff meetings as directed. Required Experience * High school diploma/GED AND * One (1) year of general office experience OR experience in a customer service setting * Basic PC skills in MS Windows environment, 10-key and typing. * Working knowledge of electronic health records (EHRs) and practice management systems. * Basic or limited familiarity with medical terminology * Excellent telephone and written communication skills as well as listening skills and ability to demonstrate tact and patience with callers. * Ability to analyze and solve more complex problems that may require research and creative solutions and make sound decisions with limited supervision. * The ability to meet, and exceed performance targets * Ability to develop successful interpersonal and professional relationships with diverse populations (leaders, clinical and non-clinical staff). * Strong organizational skills to prioritize multiple tasks * Ability to communicate effectively and respectfully with people of varied racial, educational, and socio-economic backgrounds Desired Experience * Familiarity with health insurance * Knowledge of Neighborcare or healthcare delivery system operations processes * Comfort with large datasets * Use of customer relationship management tools Indeed Hire and Neighborcare Health are working together to find the best candidate for this job. Job Type: Full-time Experience: * Customer service: 1 year * Medical office: 1 year Education: * High school Required work authorization: * United States Job distance: * Seattle, WA: Between 31 and 40 miles 22 hours ago - save job - report job Apply Now Apply Now Save this job