AdvantageCare Physicians (ACPNY) is one of the largest primary and specialty care practices in New York. With 38 medical offices in Brooklyn, Manhattan, Queens, Staten Island and on Long Island, ACPNY aspires to be a home for health for the patients it cares for and the communities it serves. This vision is accomplished through a whole-you care approach that recognizes for each patient the physical, mental, and lifestyle factors that impact their health. The values that drive ACPNY include a commitment to diversity, an unyielding desire to deliver high-quality care, and community-driven collaboration. By integrating these behaviors into our day-to-day operations, ACPNY strives to always create healthier futures for its patients.

The Call Center Representative 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 Call Center Representative 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.

Responsibilities:

• 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: 2016X