Description

Job title

Clinical Call Center Lead - FPCN-CCCL-04232024

LPN required!!!!

Location

Patient Access Center

4700 Wissahickon Ave

Philadelphia, PA

***THIS IS NOT A REMOTE POSITION***

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.

The Network consists of three (3) federally qualified health centers (FQHC) in Philadelphia:

• Abbottsford Falls Family Practice & Counseling (Northwest Philly);
• Stephen & Sandra Sheller 11th Street Family Health Services of Drexel University (North Philly); and
• Health Annex (Southwest).

Today the FPCN serves more than 20,000 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

The primary role of a LPN is the oversight, coordination and direct intervention of any and all health-related issues directly or indirectly related to any and all participants of the program. Reporting directly to the Call Center Manager, The LPN Call Center Clinical Lead upholds FPCN mission and beliefs of FPCN. FPCN Call Center Clinical Lead is expected to project a professional company image through every interaction with both patients and staff.

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 and Functions

• Maintains nursing documentation and medication records
• Assists residents in learning about their medications; assures that medications are taken as physician ordered and recorded in electronic MAR
• Provides nursing care including, but not limited to, wound care, trach care, diabetic counseling, etc
• Assesses residents' health and emotional needs
• Communicates with other members of the nursing and program staff; communicates serious issues to Nurse Manager and Program Director
• Maintains confidentiality, including keeping voice low and not talking about residents in public areas
• Other duties as assigned

Clinical Lead Responsibilities

• Always maintain patient confidentiality in both written and verbal formats.
• Conducts clinical triage via telephone.
• Escalates clinical concerns to the appropriate channel.
• Assists the Call Center Manager in training call center staff on clinical updates that affect scheduling.
• Ensures the Call Center Representatives are following FPCNs patient scheduling policy and call flow.
• Answering all questions from call center representatives on best practices and/or challenging calls
• Provides communication and follow up to ensure representatives are fully informed of any new medical triage information.
• Maintains harmony among workers and resolves grievances.

Performs Call Center Representative Responsibilities

• Assisting in coordinating utilization of the Practice's transportation services.
• Respond to all patient inquiries about insurances accepted, office hours, services, locations, exam fees, and other routine requests for information.
• Manage phone calls coming in by directing calls to appropriate staff members and facilitating documentation of messages (electronic/EMR phone note or hand-written) according to the call flow.
• Make appointments efficiently and accurately for patients upon requests or as directed from practitioner/phone note using FPCNs appointment scheduling procedures.
• Complete reviews, confirms, reschedules, or cancels patient appointments as directed.
• Enter/confirm all patient demographics to ensure patient chart is complete; confirms all information entered in system is correct which includes name, address, date of birth, telephone, insurance, etc.
• Identify, research, and resolves all patient call issues and appropriately transfers or refers concerns to staff and/or Manager when indicated.
• Communicate with other departments to resolve patient requests.
• 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.
• Be an active participant/contributor in monthly supervision.

Other duties as assigned

Qualifications

• HS/GED
• Licensed Practical Nurse with current license
• At least 3-5 years of experience as a Medical Assistant or LPN preferred.
• Excellent verbal and written communications skills required.
• Bilingual (English/Spanish/French) preferred.
• Experience working in a medical call center or front desk preferred
• Primary Care experience preferred
• COVID Vaccination
• Current CPR Card

Knowledge /Skills/Abilities

• Ability to navigate an electronic health record (EHR)
• Knowledge of insurance payors and patient eligibility verification preferred.
• Ability to remain calm and courteous under pressure and navigate tense situations.
• Ability to triage medical issues accurately and efficiently.
• Critical thinking and multi-tasking skills required.
• Knowledge of insurance carriers (MCO/Medicare/Medicaid) preferred.
• Exemplary problem solving and conflict resolution skills.
• Exhibit behaviors that align with RHD/FPCN's organizational values, mission, and beliefs and avoid displaying behaviors that are in opposition to those values.
• Unconditional ability to maintain patient 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.
• 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.

Requirements

Physical requirements

Lifting Requirements

• Medium: exerting up to 50 pounds of force occasionally, and/or up to 20 pounds of force frequently, and/or up to 10 pounds constantly to move objects.

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.

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.