Patient Access Center Manager

Reference #: Description Job title Patient Access Center (PAC) Manager #FPCN-CALLCMGR-1024 Reports to Associate Director of Primary Care Program Summary The Family Practice & Counseling Network (FPCN) provides comprehensive primary care, dental and behavioral health services. We stand behind the belief that all people are entitled to accessible, comprehensive, quality, and affordable health care, and that care must be delivered in a culturally competent, trauma-informed and compassionate manner by caring for the whole person - mind, body & spirit. The network's mission is to provide person-centered, integrated and comprehensive health services to individuals and families across their lifespan. The network promotes resiliency and well-being among patients, staff and surrounding communities. We are a network of 3 comprehensive health centers, one convenient care center and six school-based health centers in Philadelphia. Today, FPCN serves more than 15,000 patients annually and is a NCQA certified Patient-Centered Medical Home and recognized by HRSA as a National Quality Leader for Behavioral Health. FPCN is opening Philadelphia's First Birth Center; its collaborating hospital is the University of Pennsylvania Hospital. This brand new 30,000 sq ft space will feature exam rooms, birthing suites, community meeting rooms and a gorgeous community garden park. The Family Health and Birthing Center will provide full prenatal, birth, and postpartum care in Southwest Philadelphia. Services include education on nutrition, exercise, childbirth preparation, breastfeeding, infant, and self-care; and mental health and substance abuse therapy for those who need it. These services will be provided by interdisciplinary teams of professionals led by nurse midwives and doulas, including behavioral health specialists, addiction counselors, social workers, and registered nurses. Additional services will include transportation assistance; lactation counseling; prenatal and parenting education; legal services; and complementary mind/body services, such as yoga, massage, and meditation. All staff will have training in anti-racism, justice, diversity, and inclusion (A-JEDI), trauma-informed care, and sanctuary model practices. Position Summary Reporting directly to the Associate Director of Primary Care, the Call Center Manager is responsible for coordinating efficient operations of the call center and directly supervising the call center representatives. In addition, the Call Center Manager will uphold the mission and beliefs of FPCN while increasing patient and staff satisfaction. Team members are expected uphold the health center mission by assuring that patients receive health care that is competent, caring, and meets with a high degree of satisfaction. In addition, staff must support FPCN's commitment to a trauma-informed system of care that continually recognizes and responds to the impact of traumatic stress on all those who have contact with the organization, including children, adults, families, caregivers, and staff. Essential Duties & Functions Assist with development of First Call Resolution strategies whereby there is resolution of customers' problems, questions or needs the first time they call Maintains patient confidentiality at all times in both written and verbal formats Acts as a call center representative when not performing other duties Supervises call center representatives Collaboratively define job responsibilities and oversees work assignments and scheduling for above staff Recruits, orients, develops and evaluates call center staff Provides regular reflective supervision to enhance skills, knowledge, and to support personal and professional development Evaluates key performance indicators and participates in feedback with staff members, including performance evaluations, discipline and commendations. Develops work schedules and assigns duties to call center agents to ensure the call cent r is adequately staffed during regular business hours Supports and enforces call center expectations and FPCN's scheduling policies/procedures Participates in relevant meetings and recommends changes to policies and procedures. Ensures the call center representatives are performing and documenting all required tasks in a timely manner Devise ways to optimize procedures and keep staff motivated Monitors calls to observe employee demeanor, technical accuracy and conformity to FPCN policies and addresses any issues as appropriate Provides communication and follow up to ensure representatives are fully informed of all new information Ensures compliance with RHD, FPCN, and other governmental agencies policies and procedures. Monitoring and evaluating agent performance, providing learning or coaching opportunities, and taking corrective action, if necessary Maintains harmony among workers and resolves grievances. Assists with escalated calls as needed, able to take over calls as warranted, and provide support to call center agents. Answering all questions from call center representatives on best practices and/or challenging calls Working with other supervisors, departments and management team members to support agents and maximize customer satisfaction. Resolves all escalated patient issues and appropriately transfers or refers concerns to staff and/or Director when indicated. Possess exemplary knowledge of and enforce all practice policies and procedures that impact the work of the receptionist and front desk. Adhere to OSHA guidelines. Assisting in coordinating utilization of the Practice's transportation services. Participates in health center projects as needed Travel to other health center locations/sites may be required Other duties as assigned Qualifications Associate Degree or equivalent combination of education, technical training or work experience. 1-3 years of management experience required Experience in the outpatient medical field required, primary care preferred Knowledge of medical terminology required Excellent organizational, verbal and written communications skills required Bilingual (English/Spanish/French) preferred Experience as a call center supervisor or similar supervisory position in the medical field preferred Ability prepare reports in Excel and analyze data to help determine call center goals and productivity expectations TB, Hep B Vaccination required COVID Vaccination required Current CPR Card required Ability to pass criminal background check Knowledge/Skills/Abilities Ability to navigate an electronic health record (EHR) Knowledge of insurance carriers (MCO/Medicare/Medicaid) and patient eligibility verification process preferred Ability to remain calm and courteous under pressure and navigate tense situations Critical thinking and multi-tasking skills required Exhibit behaviors that align with RHD/FPCN's organizational values, mission, and beliefs and avoid displaying behaviors that are in opposition to those values Ability to manage a high level of confidentiality Exemplary organizational skills and ability to prioritize Support the Center's commitment to the creation of a trauma-informed system of care that continually recognizes and responds to the impact of traumatic stress on all those who have contact with the organization, including children, adults, families, caregivers, and staff. Uphold the commitments that include: non-violence, emotional intelligence, social learning, open communication, social responsibility, demo

Created: 2024-10-23