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 health care is right, not a privilege and that all people are entitled to accessible, comprehensive, quality, and affordable health care.  Care must be delivered in a culturally competent, antiracist, 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.   

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

Physical requirements

Lifting Requirements

• Light: exerting up to 20 pounds of force frequently, and/or negligible amount of force constantly to move objects. The use of arm and/or leg control requires force greater than sedentary, but worker still sits majority of time.

Physical Requirements

• Stand or Sit (stationary position)
• Walk
• Use hands or fingers to handle or feel (operate, activate, prepare, inspect, position)
• Climb (stairs/ladders)
• Talk/Hear (communicate, converse, convey, express/exchange information)
• See (detect, identify, recognize, inspect, assess) 
• Pushing or Pulling
• Repetitive Motion
• Reaching (high or low)
• Kneel, Stoop, Crouch or Crawl (position self, move)

Resources for Human Development is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, age, religion, gender, gender identity, sexual orientation, national origin, genetic information, veteran, or disability status.

Visa Sponsorship: FPCN does not provide H1B Visa Sponsorship.  All candidates must be US Citizens and/or authorized to work in the United States without Sponsorship. 

Anti-Racist Justice, Equity, Diversity, and Inclusion (AJEDI):  FPCN is committed to providing an environment that does not discriminate or disproportionately impact underrepresented and under-resourced communities within the FPCN network. The network’s AJEDI initiatives strive to make FPCN a more equitable and just organization by helping to foster a culturally competent, inclusive, and integrated workplace. 

Covid-19 Vaccine Mandate:  FPCN, a program in the City of Philadelphia, are required to follow the COVID vaccine mandate for healthcare workers per Philadelphia Department of Public Health. FPCN requires Healthcare Workers to be fully vaccinated. Fully vaccinated means it has been two weeks since the final dose of vaccine. Thus, we require vaccination prior to start for all new hires. This currently does not include boosters.