AdvantageCare Physicians (ACPNY) is a primary and specialty care practice serving half a million patients across the New York metropolitan area. With more than 30 medical offices across New York City's five boroughs and Long Island, ACPNY is continually expanding our practice and enhancing our services for communities throughout New York. As we grow, our employees grow with us.
Summary of Position
- The Patient Care Advocate works in one of ACP’s Call Centers. Primary duties are to answer telephone calls or emails from patients, and as needed place outbound calls to our ACP medical centers or to patients. The applicant should have excellent computer navigation skills gained through prior business experience. In this position the Patient Care Advocate will work in a fast-paced inbound phone center environment assisting patients in appointment scheduling and other medical requests. Position requires outstanding telephone soft skills gained from previous experience.
Principal Accountabilities
- 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.
Schedule: Monday to Friday, 9:00am-1:00pm
Qualifications
Education, Training, Licenses, Certifications
- High School Diploma or GED
- Some college coursework
- Associate’s or Bachelors’ Degree
Relevant Work Experience, Knowledge, Skills, and Abilities
- Strong telephone soft skills gained from prior customer/patient experience in a similar call center role (Up to 6 months experience).
- Possess a true patient first attitude, and a passion for assisting patients and delivering a differentiating patient experience on every contact.
- Clear speaking voice.
- Outstanding work ethic and strong adherence to shift schedule.
- Two+ years of previous experience working in an inbound call center environment.
- One year of healthcare experience as a medical assistant or assisting patients in any capacity.
- Previous experience using EPIC system.