Patient Access Center Manager

Description

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 represen