Patient Access Center Manager

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 center 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, democracy, and growth and change. Specifically :

Demonstrate cultural competence / proficiency in interactions with others by treating co-workers, colleagues and those receiving service with respect and fairness at all times.

Awareness and sensitivity of structural conditions and power dynamics involved in systems of oppression embedded in health care that impacts health

Ability to build and maintain positive and professional relationships based on respect, trust, and safety.

Ability to create a space for staff and those we serve to feel physically and emotionally safe.

Ability to support individuals on their paths to recovery and healing and resist re-traumatization of staff and patients.

Demonstrate exemplary problem-solving, communication, interpersonal, and conflict resolution skills.

Ability to work effectively as a team member

Working conditions

Hazard and Atmospheric Conditions

Exposure to Loud Noise