Patient Contact Center Representative II - Pacific Tower (1.0 Fte)

Purpose

The Patient Contact Center Representative (CCR) II is a fully in-person role that provides excellent customer service and patient engagement to low-income and underserved populations in a virtual call center setting. The CCR II is the first point of contact for new and returning patients into the Neighborcare Health system and serves our community by answering inbound calls related to clinical questions and making outbound outreach calls. The CCR II, in partnership with PCC clinical staff (LPN/RN), will respond to patient questions related to clinical care or symptoms, assist patients in navigating the Neighborcare Health system, respond to scheduling and messaging needs, and provide consistent, accurate, and efficient services that result in an exceptional customer experience.

Successful candidates will demonstrate a high degree of adaptability, productivity, and reliability as well as an ability to work independently. They will have effective interpersonal, communication, and customer service skills for both face-to-face and telephone interactions with patients, medical staff, and team members. Candidates will be positive, open-minded, and focused on continuous improvement. They must be able to learn new processes, procedures, and software programs quickly, while demonstrating attention to detail and accuracy in their daily work.

Health, Wellness & Retirement benefits:

• Medical, Dental & Vision insurance
• Paid time off & paid holidays
• Retirement with contribution match
• Life & AD&D, pet insurance
• Employee assistance program, & more!

Compensation:

• The target wage range for this position is $23.72 per hour to $29.82 per hour.
• Final offers are individually based on various factors, including skill set, years of experience, location, qualifications, work schedule and other job-related reasons.
• Union: SEIU Healthcare 1199NW

Primary Responsibilities:

• Conduct detailed and accurate chart reviews to extract relevant clinical information necessary for appointment scheduling, care coordination, or response to outside provider inquiries.
• Navigate multiple tabs and data points within the EHR (e.g., lab orders, referrals, future appointments, provider notes) to ensure appropriate follow-through and patient guidance.
• Schedule appointments in alignment with NCH protocols, provider preferences, visit types, and availability, minimizing scheduling errors such as visit length mismatches or assigning to closed panels.
• Serve as a liaison between external healthcare providers and NCH teams to facilitate information sharing and care continuity.
• Use sound judgment to determine when a referral to clinical staff or escalation is required.
• Communicate clearly and compassionately with patients and team members from diverse backgrounds.
• Perform other duties as assigned.

Key Skills, Knowledge, & Abilities

• Basic PC skills in MS Windows environment
• Experience using EHRs, with the ability to navigate and extract key information.
• Basic or limited familiarity with medical terminology and clinical workflows.
• Excellent telephone and written communication skills, as well as listening skills and ability to demonstrate tact and patience with callers.
• Active listening skills with the ability to remain patient, tactful, and supportive.
• Ability to analyze and solve more complex problems that may require research and creative solutions and make sound decisions with limited supervision.
• Ability to communicate effectively and respectfully with people of varied racial, educational, and socio-economic backgrounds.

Education/Experience Requirements

• High School diploma, GED or equivalent
• 2-years general office experience or experience in a customer service setting

About Neighborcare Health:

Since 1968, Neighborcare Health has been removing barriers to health care for our neighbors. We believe everyone deserves a place to call their health care home, where a team of medical, dental and mental health professionals work in collaboration with each patient to develop a personal health improvement plan.

We are one of the largest providers of primary medical, dental and behavioral health care services in the Seattle area serving low-income and uninsured families and individuals, seniors on fixed incomes, immigrants, and people experiencing homelessness. Each year we care for nearly 60,000 patients at our nearly 30 non-profit medical, dental and school-based clinics. We ask everyone to pay what they can, but no one is turned away due to inability to pay.

Our clinics are located in neighborhoods where health disparities are the greatest, and our care teams, who speak over 55 languages and dialects, are as diverse as our patients. No matter who you are, or where you come from, regardless of your insurance, income or immigration status, you are welcome at Neighborcare Health.

Learn more about us here.

Full job description is available upon request