Patient Care Advocate - AdvantageCare Physicians

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