Patient Care Advocate - AdvantageCare Physicians
East Syracuse, NY 13057
About the Job
We are seeking dynamic Patient Care Advocates to join our Call Center in Syracuse, NY starting September 2022! T he Patient Care Advocate will answer calls and emails from patients, and place outbound calls to our ACPNY medical centers or to patients. The Patient Care Advocate will work in a fast-paced inbound phone center environment assisting patients in scheduling appointments and other medical requests.
Description of Duties:
- Answers phone calls on behalf of ACP and serves as the front line of communication for the organization with a focus on customer service.
- Requires the capacity to gain a comprehensive understanding of one or more EHR systems.
- Requires high level of analytical skills/cognitive skills to make responsible decisions during appointment scheduling and other patient service requests.
- Assists patients with any questions regarding ACP and resolves calls with minimal outside direction by researching and exploring answers, alternative solutions, implementing solutions, and escalating unresolved problems.
- Maintains applicable call center database by entering/amending information.
- Required to meet specific call center performance metrics of productivity and quality assurance.
- Performs other job-related duties as required.
Qualifications:
- High School Diploma or GED required
- Some college coursework required
- Associate's or Bachelors' Degree preferred
- One year of previous experience working in a customer service, customer facing (i.e. retail or hospitality) or call center environment required
- Strong telephone soft skills gained from prior customer/patient experience in a similar call center role required
- Possess a true patient first attitude, and a passion for assisting patients and delivering a differentiating patient experience on every contact required
- Clear speaking voice required
- Outstanding work ethic and strong adherence to shift schedule required
- Two+ years of previous experience working in an inbound call center environment preferred
- One year of healthcare experience as a Medical assistant or assisting patients in any capacity preferred
- Previous experience using EPIC system preferred
- Bilingual - Spanish preferred
Additional Information
- Requisition ID: 220KY
Source : AdvantageCare Physicians