Bilingual Customer Care Representative - PHC @ Mercy 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. As a Customer Care Representative you will provide excellent customer service to Primary Health Care, Inc. patients. You will answer incoming calls and emails from medical and dental patients; to schedule appointments, answer questions, handle patient concerns, troubleshoot problems, and provide information. You will coordinate with PHC team members to provide positive service experiences for patients and will follow assigned workflows to ensure maximum patient access and organizational success. This position will work approximately 40 hours per week, Monday - Friday 8 AM - 4:30 PM. What You Will Be Doing

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.

Accurately schedules patient appointments utilizing the practice management systems. Backs up Clinic Office Specialists as needed.

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.

Documents all call information according to standard operating procedures. Enter basic new or update existing patient information into the practice management system.

Indexes scanned documents electronically into the electronic medical record. Ensures the reception area and waiting room is clean and tidy.

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.

Performs other duties as assigned.

Qualifications You Need to Bring

High School Diploma or equivalent

A minimum of 1 year experience in a call center, customer service, or health care clinic environment.

Knowledge of customer service principles and practices.

Able to communicate effectively both verbal and written in English and 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

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. Candidates with exenstive related experience may be consdiered for additional compensation up to the pay range maximum of $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

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.

Join the PHC Community

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