Company Statement

Careers at AdvantageCare Physicians: At AdvantageCare Physicians, our providers and care teams reflect our commitment to population health. Improving the health of our patients is our goal; keeping our patients healthy is our commitment. Using our state-of-the-art electronic medical record (EMR) system, our providers, care teams, and practice administration staff work together to deliver high-quality, comprehensive and convenient care to our patients.

Call Center Representative

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Support Services
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19198 Requisition #
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AdvantageCare Physicians is the largest physician led outpatient medical office in the New York Metropolitan Area.  With 36 medical offices in the Brooklyn, Long Island, Manhattan, Queens and Staten Island, we aspire to be the preferred care destination for our patients and the communities we serve.   This vision is accomplished through focusing our care on the needs of our patients as we partner with them in the pursuit of better health.  Each and every day, our actions should be guided by these principles as we interact with our patients, each other and our communities.  The values that drive the AdvantageCare Physicians culture include a caring attitude, quality focus, collaboration, excellence and good citizenship.  By integrating these behaviors into our day-to-day operations, we can deliver the highest quality healthcare while also creating positive patient experiences.

 

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

  •  6 month of previous experience working in a customer service, customer facing (i.e. retail or hospitality) or call center environment

  • Some college coursework required

  • Associate’s or Bachelors’ Degree preferred

  • 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

EEOC Statement

We are committed to leveraging the diverse backgrounds, perspectives and experiences of our workforce to create opportunities for our people and our business. We are an equal opportunity/affirmative action employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability, protected veteran status or any other characteristic protected by law.

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